JP2003044654A - On-site service support system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an on-site service support system that can dispatch, to the purchaser of a commodity, a technician who knows how to use the commodity for on-site teaching speedily and actively. SOLUTION: The computer device A of an intermediary is provided with an information acquisition means 10 that acquires, from a terminal device B of an distributor, the postcode for the purchaser who has purchased a personal computer, an information management means 11 for managing the whereabouts information on the technician, a technician selection means 12 that selects a technician who is as close as possible to the purchaser's postcode acquired with the information acquisition means 10, with the technician's postcode managed with the information management means 11 being a comparison object, and an on-site teaching communication means 13 that communicates, to the terminal device C of the technician, that the technician has to make a business trip for teaching while communicating, to the terminal device D of the purchaser, that the on-site teaching is to be performed by the technician selected with the technician selection means 12.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a business trip service support system for sending a person who purchases a personal computer, for example, a person skilled in computer handling to a business trip class.

[0002]

2. Description of the Related Art For example, as recent personal computer purchasers, the number of those who are unfamiliar with handling computers tends to increase rapidly. In response to this trend, manufacturers and retailers are expanding their support systems by responding to telephone calls after sales. In the support system by telephone, the answer is given only when there is access from the purchaser, and manufacturers and dealers passively deal with problems after purchasing a computer.

[0003]

However, for those who are unfamiliar with handling a computer, for example, it is not possible to satisfactorily teach by telephone how to set up and how to use application software. There was a request from the person to receive the instruction directly.

In addition, in the support system by the passive telephone correspondence, the problem is often dealt with even after the trouble has occurred, and from the viewpoint of preventing the trouble in advance, there is a need for a prompt and active support system. was there.

[0005]

DISCLOSURE OF THE INVENTION Therefore, the present invention was devised under the circumstances described above, and a person skilled in the art who knows how to handle the product is promptly and actively traveled to the purchaser of the product. The challenge is to provide an on-site service support system that can be sent to classes.

In order to solve the above problems, the present invention takes the following technical means.

According to the present invention, in order to send a technician who knows how to handle a product to a purchaser who has purchased a product from a seller to a business trip class, terminal devices of the seller, the purchaser, and the technician are provided. An on-site service support system including a computer device connected by a network, the information acquisition means for acquiring the location information of the purchaser who purchased the product through the network from the terminal device of the seller, and the location of the technician. Compare the information management means that manages information with the location information of the technicians managed by the information management means, and select the technicians as close as possible to the purchaser's location information acquired by the information acquisition means. While notifying the purchaser's terminal device through the network that the technician selection means and that the technician selected by the technician selection means will conduct a business trip course, Characterized by comprising a trip training communication means for communicating the PC 10_1 training trip to the terminal device to the computer device, Business service support system is provided.

According to a preferred embodiment, the information acquisition unit acquires the sales information about the product together with the purchaser's location information, while the information management unit manages the handling field in charge together with the location information of the technician. Person selection means
Select a technician who is as close as possible to the purchaser's location information and belongs to the handling field in accordance with the sales information.

According to another preferred embodiment, the information management means manages the schedule information relating to the scheduled date and time of the business trip together with the location information of the technician, and the business trip training contact means stores the scheduled business trip date and time based on the schedule information. , And adjust the information by exchanging it with the purchaser's terminal device, and inform them of the scheduled training class date and time obtained as a result of the adjustment.

According to another preferred embodiment, the location information of the purchaser and the technician is a postal code determined for each predetermined area.

According to another preferred embodiment, the item is a personal computer.

According to the present invention, for example, a purchaser of a personal computer is informed that a technician in the area where the purchaser is located or in the vicinity thereof will give a business trip lesson without contacting himself / herself after the purchase. In response, the technician can directly receive the business trip training, and from the aspect of the product support system, the technician who knows how to handle the product can be promptly and actively sent to the business trip training. .

Other features and advantages of the present invention will become more apparent from the following description of the embodiments of the invention.

[0014]

BEST MODE FOR CARRYING OUT THE INVENTION Preferred embodiments of the present invention will be specifically described below with reference to the drawings.

FIG. 1 is an explanatory diagram for explaining an embodiment of a business trip service support system according to the present invention. The system of the present embodiment sends a person who has purchased a personal computer (hereinafter, abbreviated as "PC" for short) as a product, a technician who is familiar with PC handling, to a business trip class on behalf of a manufacturer or a dealer. As shown in FIG. 1, a computer device A that plays a central role in the system and a terminal device B of each person that exchanges various kinds of information between the computer device A, It is composed of C and D and a network (not particularly shown) for connecting them to each other.

The terminal devices B, C and D are, for example, computers, and their main structures and functions are generally well known, and therefore detailed description of these is omitted. Incidentally, the terminal device B is operated by a seller of a personal computer, the terminal device C is operated by a technician registered in advance in the system, and the terminal device D is operated.
Is operated by the purchaser who purchased the personal computer.
The terminal device D of the purchaser may be a personal computer purchased as a product or a computer used before the personal computer is purchased. Although each terminal device B, C, D is connected to each person, a large number of terminal devices B, C, C depending on the number of sellers, technicians, and purchasers who can use this system. Let D be present.

Computer device A and terminal devices B, C,
The so-called Internet is used as a network for connecting D to each other, but since its main physical constituent requirements and functions are generally well known, a concrete illustration and description thereof will be omitted. The computer device A is configured by using a CPU as a control center and has a configuration similar to that of a general computer, but is based on a specific computer program.
Since it has a feature in the transaction function of PU,
This point will be described in detail below, and illustration and description of specific configurations of the CPU, the hard disk, and the like will be omitted.

The computer device A includes a seller, a technician,
It is managed by an intermediary who intervenes between purchasers, and it has a function as a WWW (World Wide Web) server itself, or is capable of communicating with a WWW server. The CPU of the computer device A includes an information acquisition unit 10, an information management unit 11, and a technician selection unit 1.
2 and functions as a business trip class communication unit 13. Further, the hard disk stores a database 20 that organizes various information.

The information acquisition means 10 mainly has a function of acquiring location information and sales information regarding a purchaser of a personal computer in response to an access from the terminal device B of the seller. The acquired location information and sales information are sent to the technician selection means 12 and the database 20. Here, the purchaser's location information always includes the purchaser's name, address, telephone number, electronic mail address, and the like, as well as the postal code. The sales information also includes the type of personal computer sold to the purchaser. This information is
Every time a personal computer is sold, or periodically, it is sent from the terminal device B of the seller.

The information management means 11 accepts registration of the location information of the technician, the technical field in charge (handling field), schedule information, etc. from the terminal device C of the technician in advance through a Web page or the like and stores them in a database. It stores and manages in 20. Here, the technician's location information always includes the technician's name, address, telephone number, e-mail address, and zip code, like the purchaser's location information described above. The technical field in charge is a handling range of a personal computer that a technician can teach to others, specifically, a handling method for each product and a model of a manufacturer regarding hardware, an OS, an application, a computer regarding software. It means the service level range that the technician himself has technically detailed and qualified, such as language and operation method such as Internet. The schedule information means, for example, that one day is divided into morning and afternoon, and a business trip training scheduled date and time at which a technician can conduct a business trip training is predetermined in advance for February. These pieces of information are managed on the database 20 for each technician.

The technician selection means 12 is a database 20.
The location information of each technician stored in is searched for, and the location information of the purchaser acquired by the information acquisition means 10 is used as a search condition, and the person lives in an area as close as possible to the area where the purchaser lives. Select a technician through a search process. Further, the technician selection means 12 searches for the technical field in charge of each technician selected, and uses the sales information acquired by the information acquisition means 10 as a search condition, and the hardware or software of the purchaser's personal computer. Regarding the aspect, a technician who can take a business trip is specified by a search process. Specifically, the technician selection means 12 first extracts a purchaser having the same postal code, with a maximum of about several people. Next, a technician belonging to the technical field in charge and suitable for the personal computer owned by these purchasers and having the same postal code is selected. If there is no technician with the same zip code, the technician with the same upper three digits of the zip code is selected. If no skilled person has the same upper three digits of the postal code, a customer support center belonging to a store or a manufacturer may be selected as a skilled person.
When the selection of the technician is completed in this way, the technician selection means 12 finally reads the schedule information of each selected technician from the database 20 and transmits the schedule information to the business trip training communication means 13.

Based on the schedule information obtained from the technician selection means 12, the business trip class contact means 13 communicates the business class guidance information to the terminal device D of each purchaser by e-mail or the like. In addition to the scheduled date and time of the business trip and the location of the business trip, the guidance information for the business trip is also provided to indicate whether or not the business trip is attended and the purchaser who attends, for example, the first
The desired dates and times from to 3 are requested. In response to this, the terminal device D of each purchaser sends an answer to the business trip training contact means 13 by e-mail or the like regarding the attendance status and the desired date and time. Then, the business trip class contact means 13 determines the most overlapping date and time of the first desired date and time as the scheduled date and time at which the business trip class will actually take place, and the planned business trip class date and time is sent by e-mail or the like to the terminal device D of each purchaser. Contact. If there is no overlapping date and time for the first desired date and time, the scheduled training date and time is adjusted based on the second desired date and time. Adjust the scheduled business trip date and time based on the desired date and time. If there is no overlapping date / time for the third desired date / time, the first desired date / time of the earliest purchaser is set as the scheduled business trip date / time. As a result, on the actual business trip date and time, a technician will give a business trip lecture to purchasers who have gathered at a prescribed course location, and each purchaser will be taught the technical and detailed contents of the personal computer by the technician. be able to. By the way, the training place can be, for example, a predetermined public hall or the technician's own home.
Further, it may be the home of any purchaser.

Next, the flow of the entire system will be described with reference to the drawings.

FIG. 2 is an explanatory diagram for explaining the flow of the entire system. It should be noted that FIG. 2 shows a flow of various information that is deeply related to technical matters, and also shows a flow of goods and a flow of money that are not directly technically related. The flow of various information is basically exchanged via a web page, electronic mail, or the like via the Internet.

As shown in FIG. 2, in operating this system, the computer device A has registered therein the location information of the technician, the technical field in charge, the schedule information, etc. from the terminal device C of the technician (0 (Information registration).

When the purchaser purchases a personal computer from the seller (1. purchase of personal computer), the location information of the purchaser is transmitted to the seller.
It is input to the terminal device B of the seller together with the sales information and notified to the computer device A (2. information notification).

After that, the computer A selects the appropriate technician by the technician selection means 12 and informs the purchaser's terminal device D of the scheduled date and time when the technician can take a business trip ( 3. Scheduled date and time of the business trip class). At this time, in addition to the course location, we will also inform you whether or not to contract as a member of a business trip service for one month.

Accordingly, from the purchaser's terminal device D,
Answers regarding presence / absence of attendance and desired date and time are sent to computer device A (4. Presence / absence of attendance / Reply of desired date and time). At this time, an answer as to whether or not to contract as a business trip service member for one month is also obtained. If the employee is absent from the business trip class or receives an answer not to sign the member contract, the purchaser is judged not to take the business trip class based on the voluntary will.

On the other hand, when the answer about the attendance at the business trip class and the desired date and time is obtained, the computer apparatus A
The business trip class scheduled date and time adjusted by the business trip class communication unit 13 is notified to the terminal device D of each purchaser together with the class location (5. Adjustment date and time communication). Similarly, the computer device A informs the terminal device C of the selected technician of the scheduled business trip schedule date and time adjusted by the business trip lecture communication means 13 together with the training location (6. Business trip date / time communication). It should be noted that the terminal device D of each purchaser is also notified that the contract has been officially made as a business trip service member for one month.

As a result, although not shown in the drawing, a technician will give a business trip training to purchasers who have gathered at a predetermined training place at the actual business training date and time.

Thereafter, the terminal device D of each purchaser reports the contents of the actual business trip training conducted to the computer device A, and similarly, the terminal device C of the technician reports the computer device A. The contents of the actual business trip training conducted will be reported to (7. Implementation contents report).

Upon receiving the report of the contents of implementation, the computer A sends a bill for the monthly service charge to the terminal D of each purchaser who received the training (8. Monthly service charge billing).

Accordingly, each purchaser pays a monthly service charge to the intermediary who manages the computer A (9. Monthly service charge payment).

After that, the intermediary sets the monthly service fee paid by each purchaser as a business trip fee and pays this business trip fee to the technician (10. payment of business trip fee).

Although not shown in particular, the computer apparatus A of the intermediary provides the terminal apparatus B of the seller with a report of the contents of the business trip training and related information.
The information providing fee may be paid from the seller to the intermediary by charging the information providing fee in return.

Therefore, according to this system, the purchaser of the personal computer can take a business trip course by a technician in the area where the purchaser is located or in the vicinity thereof based on the postal code without contacting himself / herself after the purchase. It is possible to receive a notification to the effect that it will be held and to take a training course of a technician in response to it, and if you look at the support system of a multi-functional PC, a technician who knows how to handle a PC will make a quick and proactive trip. Can be sent to training.

Next, another embodiment will be described with reference to the drawings.

FIG. 3 is an explanatory diagram for explaining the flow of the entire system according to another embodiment. It should be noted that the other embodiment shown in FIG. 3 is basically not different from the previous embodiment shown in FIGS. 1 and 2 in technical point, and has almost the same mechanism. Only the different points will be described below.

In another embodiment shown in FIG. 3, in response to "4. Presence / absence presence / desired date / time reply", the computer apparatus A is informed of presence / absence / absence / desired date / time and contracted as a business trip service member for the date / time. An answer is given as to whether or not to do it. Then, in "5. Adjustment date and time notification", the fact that the contract is officially contracted as a business trip service member for the date and time is also notified to the terminal device D of each purchaser.

Therefore, "8. Date and time service charge request"
Then, the bill for the service charge for the date and time is sent to the terminal device D of each purchaser who received the lesson, and in “9. Payment of service charge for the date and time”, each purchaser provides the date and time service to the intermediary. Pay the fee, and then, in "10. Business trip fee payment", the service charge for the date and time paid by each purchaser is used as the business trip fee,
This business trip fee will be paid from the intermediary to the technician. Therefore, according to the other embodiment shown in FIG. 3, the same effect as the previous embodiment can be exhibited.

Further, FIG. 4 is an explanatory diagram for explaining the flow of the entire system according to another embodiment. The other embodiment shown in FIG. 4 is basically the same as that shown in FIGS.
The embodiment is not different from the above-described embodiment in the technical point and has almost the same mechanism, and therefore only the different points will be described below.

In another embodiment shown in FIG. 4, at the time of "1. purchase of personal computer", a contract is made between the purchaser and the seller for one month of business trip service member, and further, "2.
In the case of the “information notification”, the terminal device B of the seller informs the computer device A that the membership contract has been made. Therefore, according to the other embodiment shown in FIG.
The same effect as that of the above-described embodiment can be exhibited.

Further, FIG. 5 is an explanatory diagram for explaining the flow of the entire system according to another embodiment. Note that the other embodiments shown in FIG. 5 are basically the same as those shown in FIGS.
The embodiment is not different from the above-described embodiment in the technical point and has almost the same mechanism, and therefore only the different points will be described below.

In another embodiment shown in FIG. 5, when "1. purchase a personal computer", the seller collects a service charge for a predetermined number of lessons in advance from the purchaser, and collects the collected advance charge. The seller transfers to the intermediary. Therefore, after the computer device A receives the report on the contents of the training for the business trip in "7. Implementation contents report", the intermediary will pay the pre-collection fee on a fixed date or a day after the training is given. Will be paid to the technician as a business trip fee (8. Business trip fee payment). Therefore, the service charge is not charged after the purchaser has given the business trip lesson, and the same effect as the previous embodiment can be exerted also in the other embodiment shown in FIG.

The present invention is not limited to the above embodiments.

Regarding the flow of various information, it is basically said that the information is exchanged by a Web page or an electronic mail via the Internet, but in particular, the purchaser's terminal device D is used as a telephone device, and automatic transmission via a public telephone line is performed. Various information is sent from the terminal device D of the purchaser to the DTMF (Dual
Tone Muli Frequency) You may answer on the signal.

When selecting a technician, a telephone number or the like may be used instead of the postal code.

The computer device A may be managed by an internet service provider.

Each of the above embodiments is an example applied to a support system of a personal computer as a product, but as other products, the present invention may be applied to a support system of an electronic device, for example.

(Supplementary Note 1) In order to send a technician who knows how to handle the product to a business trip class to the purchaser who purchased the product from the seller, the terminal devices of the seller, the purchaser, and the technician are used in the network. An on-site service support system including a connected computer device, comprising: information acquisition means for acquiring, from a terminal device of the seller, location information of the purchaser who purchased the product via the network,
Information management means for managing the location information of the technician and location information of the technician managed by the information management means are compared, and the location information of the purchaser acquired by the information acquisition means is applicable. While contacting the purchaser's terminal device through the network, a technician selecting means for selecting a technician who is as close as possible and the fact that the technician selected by the technician selecting means will conduct a business trip training course, A business trip service support system, characterized in that the computer device is provided with a business trip training contact means for informing the terminal device of the technician through the network that the business trip training is to be conducted.

(Supplementary Note 2) The information acquisition means acquires the sales information on the product together with the location information of the purchaser, while the information management means manages the handling field in charge together with the location information of the technician. The technician selection means is as close as possible to the location information of the purchaser, and
2. The business trip service support system according to attachment 1, which selects a technician belonging to the handling field in charge according to the sales information.

(Supplementary Note 3) The information management means manages the schedule information regarding the scheduled business trip date and time together with the location information of the technician, and the business trip lecture communication means stores the scheduled business trip lecture date and time based on the schedule information. The business trip service support system according to supplementary note 1 or 2, wherein the business trip service schedule system adjusts the communication with the purchaser's terminal device and informs the business trip class scheduled date and time obtained as a result of the adjustment.

(Supplementary Note 4) The business trip service support system according to any one of Supplementary Notes 1 to 3, wherein the location information of the purchaser and the technician is a postal code determined for each predetermined area.

(Supplementary Note 5) The business trip service support system according to any one of Supplementary Notes 1 to 4, wherein the product is a personal computer.

(Supplementary Note 6) A computer device for sending, to a purchaser who purchased a product from a seller, a technician who knows how to handle the product in a business trip class, from a terminal device of the seller to a network. Information acquisition means for acquiring the location information of the purchaser who purchased the product via, and information management means for managing the location information of the technician,
Skilled person selection means for comparing the location information of the technician managed by the information management means and selecting a technician as close as possible to the location information of the purchaser acquired by the information acquisition means. The fact that the technician selected by the technician selecting means will inform the purchaser's terminal device through the network that the technician will conduct the business trip training, while the technician's terminal device should be given a business trip seminar through the network. A computer device, comprising: a business trip class contacting means for notifying the effect.

(Supplementary Note 7) A computer program for controlling a computer device for sending a technician who knows how to handle a product to a business trip class to a purchaser who has purchased the product from the seller. Information acquisition program for acquiring location information of the purchaser who purchased the product from a person's terminal device via a network, an information management program for managing location information of the technician, and the information management A technician who compares the location information of the technician managed based on a program and selects a technician as close as possible to the location information of the purchaser acquired based on the information acquisition program. The selection program and the fact that the technician selected based on the technician selection program will conduct a business trip course,
A computer program comprising: a business trip training contact program for contacting the terminal device of the purchaser through the network while notifying the terminal device of the technician that the business trip should be conducted through the network. .

(Supplementary Note 8) A business trip service support method for sending a technician who knows how to handle a product to a business trip class to a purchaser who has purchased a product from the seller, and which uses the terminal device of the seller. An information acquisition step of acquiring location information of the purchaser who purchased the product via a network, an information management step of managing location information of the technician, and the information managed in accordance with the information management step. The location information of the technician is compared, and the technician selection step of selecting a technician as close as possible to the purchaser location information acquired in the information acquisition step and the technician selection step are selected. In addition, while notifying the purchaser's terminal device that the business trip will be conducted by the technician through the network, A business trip service support method comprising: a business trip seminar contact step of informing the terminal device that a business trip seminar should be conducted.

[0058]

As described above, according to the present invention,
For example, the purchaser of a personal computer receives a notification that a business trip course will be conducted by a technician in the area where the purchaser is located or in the surrounding area without contacting the person himself / herself after the purchase, and the person in charge of the technician responds accordingly. It is possible to take a business trip class directly, and from the aspect of the product support system, a technician who knows how to handle the product can be promptly and positively sent to the business trip class.

[Brief description of drawings]

FIG. 1 is an explanatory diagram for explaining an embodiment of a business trip service support system according to the present invention.

FIG. 2 is an explanatory diagram for explaining a flow of the entire system.

FIG. 3 is an explanatory diagram illustrating a flow of the entire system according to another embodiment.

FIG. 4 is an explanatory diagram illustrating a flow of the entire system according to another embodiment.

FIG. 5 is an explanatory diagram illustrating a flow of the entire system according to another embodiment.

[Explanation of symbols]

A intermediary computer device B Seller's terminal device Terminal device of C technician D Purchaser's terminal device 10 Information acquisition means 11 Information management means 12 Skilled person selection means 13 Business trip class communication means 20 databases

Claims (5)

[Claims] 1. A network is connected to each terminal device of a seller, a purchaser, and a technician in order to send a technician who knows how to handle the product to a business trip class to a purchaser who purchases the product from the seller. A business trip service support system including a computer device, comprising: an information acquisition unit that acquires location information of the purchaser who purchased the product via the network from a terminal device of the seller; Information management means for managing location information and location information of the technician managed by the information management means are compared, and the location information of the purchaser acquired by the information acquisition means is as close as possible to the location information of the purchaser. Through the network, a terminal device of the purchaser through the network, indicating that a technician selecting means for selecting a technician and that the technician selected by the technician selecting means conducts a business trip class. While communicating, characterized by comprising a trip training communication means for communicating the PC 10_1 trip course to the terminal device of the technician through the network, to the computer system, Business service support system. 2. The information acquisition unit acquires sales information about the product together with the purchaser's location information, while the information management unit manages the handling field in charge together with the technician's location information. Person selection means
The business trip service support system according to claim 1, wherein a technician who is as close as possible to the location information of the purchaser and who belongs to the handling field in charge according to the sales information is selected. 3. The information management means manages schedule information relating to a scheduled business trip date and time together with the location information of the technician, and the business trip lecture communication means stores the scheduled business trip lecture date and time based on the schedule information to the purchaser. 3. The business trip service support system according to claim 1 or 2, wherein the business trip service schedule system adjusts by exchanging with the terminal device, and notifies the business trip class scheduled date and time obtained as a result of the adjustment. 4. The business trip service support system according to claim 1, wherein the location information of the purchaser and the technician is a postal code determined for each predetermined area. 5. The business trip service support system according to claim 1, wherein the product is a personal computer.