JP2015043121A - After-sales service management system, server, method and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To manage an after-sales service for enabling even an agency which has contributed to the sales of a product manufactured by a maker to secure a fixed profit while solving the delay of order reception processing due to a human factor in the case of providing the after-sales service of the product.SOLUTION: An after-sales service management server includes: a storage part for storing a sales database including sales data in association with a unique identification code in which a seller identification code and a client identification code are connected; an Internet connection part for allowing a client terminal to display an ordering screen for inputting ordering information as well as the unique identification code and a password; a search part for reading the sales data corresponding to the unique identification code; a data processing part for generating invoice data on the basis of the ordering information and the sales data, and for generating delivery notification data when an agency is specified by the unique identification code; and a communication part for transmitting the delivery notification data to the terminal of the agency.

Description

  The present invention relates to an after-sales service management system for managing the provision of maintenance of products manufactured by a manufacturer or the supply of consumables used for products manufactured by the manufacturer. Furthermore, the present invention relates to an after-service management server, an after-service management method, and an after-service management program used in such an after-service management system.

  For example, a product such as a facsimile machine manufactured by a manufacturer is generally sold to a user via an agent. Therefore, when such a product breaks down or a consumable item such as toner becomes necessary, the user has requested the agent to provide maintenance or supply of the consumable item. However, due to delays in order processing due to human factors at the agency, it often takes time for the request to reach the manufacturer from the agency, and the user has been inconvenienced. In order to improve such a situation, a system in which a user can directly request a manufacturer to provide maintenance or consumables has been adopted in recent years.

  As a related technique, Patent Document 1 discloses a settlement system using a facsimile apparatus. This payment system is a payment system in which consumables are ordered from the buyer's facsimile device via the Internet to the seller's device for payment. An operation unit for inputting account information unique to the buyer, a device status monitoring unit for detecting the remaining amount of consumables, a notification information generating unit for notifying the seller of the model number of account information and consumables, and an Internet connection unit The seller-side device includes a notification information analysis unit that receives order information from the buyer-side facsimile device, and an HTTP server unit that outputs order information from the buyer side.

  According to Patent Document 1, it is not necessary for buyers and sellers to promote payment processing directly by telephone or the like, and both of the steps can be saved and delays in order processing and payment processing due to human factors can be eliminated. In addition, small businesses or individual users can purchase consumables directly from the seller without having to conclude a maintenance contract with a maintenance center or an agent. However, there is a problem that an agent who has contributed to the sale of the product cannot obtain any profit in the after-sales service, so that the manufacturer's willingness to sell the product is reduced.

JP 2002-142071 A (Claim 4, paragraphs 0022-0023)

  Therefore, in view of the above points, the present invention provides a delay in order processing due to human factors when providing maintenance of a product manufactured by a manufacturer or providing consumables used for a product manufactured by a manufacturer. The purpose is to manage after-sales service so that agents who contributed to the sales of products can also secure a certain profit while eliminating.

  In order to solve the above problems, an after-sales service management server according to one aspect of the present invention is installed in a manufacturer and provides maintenance of products manufactured by the manufacturer or supplies of consumables used in products manufactured by the manufacturer. An after-service management server for managing provision, a unique identification code in which a seller identification code that identifies an agent or manufacturer that has previously sold a product to a client and a client identification code that identifies the client are combined Corresponding to the client and a storage unit that stores sales data that includes sales data representing information related to products purchased by the client in the past, and access from the client terminal via the Internet. Maintenance or consumables with unique identification code and password An internet connection unit that displays an ordering screen for inputting ordering information necessary for placing an order on the client terminal, and when the unique identification code and password are transmitted from the client terminal, the unique identification code is used as a search keyword. By searching the sales database, the search unit for reading the sales data corresponding to the unique identification code, the ordering information transmitted from the client terminal, and the sales data read by the search unit, ordering from the client terminal When invoice data is generated to create an invoice for maintenance or consumables that has been performed, and the distributor is specified by the seller identification code included in the unique identification code sent from the client terminal Provided for orders from client terminals That the maintenance or consumable data processor for generating a delivery notification data that represents information about comprises a communication unit for transmitting the delivery notification data generated by the data processing unit to the terminal of the distributor.

  An after-service management system according to one aspect of the present invention accesses an after-service management server according to any aspect of the present invention and the after-service management server via the Internet, and is maintained or consumed together with a unique identification code and a password. Delivery when the agent is specified by the client terminal used to input ordering information necessary for ordering goods and the seller identification code included in the unique identification code sent from the client terminal. And an agency terminal that receives the notification data from the after-sales service management server.

  An after-service management method according to one aspect of the present invention includes a unique identification code in which a seller identification code that identifies an agent or manufacturer that has previously sold a product to a client and a client identification code that identifies the client are combined. Corresponding to the client and a sales database including sales data representing information about products purchased by the client in the past, and using an after-service management server installed in the manufacturer, An after-service management method for managing the provision of maintenance of products manufactured by a manufacturer or the supply of consumables used for products manufactured by the manufacturer, when access is received from a client terminal via the Internet, Issue maintenance or consumables with a unique identification code and password A step (a) for displaying an ordering screen for inputting ordering information required for the client terminal, and when the unique identification code and the password are transmitted from the client terminal, the unique identification code is used as a search keyword. Based on the step (b) of reading the sales data corresponding to the unique identification code by searching the sales database, the order information transmitted from the client terminal, and the sales data read in step (b), A step (c) of generating invoice data used to create an invoice for maintenance or consumables ordered from the client terminal, and a seller identification code included in the unique identification code transmitted from the client terminal When the agency is identified by It generates delivery notification data that represents information about maintenance or consumable is provided for, a delivery notification data; and a step (d) to be transmitted to the terminal of the distributor.

  An after-sales service management program according to one aspect of the present invention includes a unique identification code in which a seller identification code that identifies an agent or manufacturer that has previously sold a product to a client and a client identification code that identifies the client are combined. Corresponding to the client, and a sales database containing sales data representing information about the product purchased by the client in the past, and the after-sales service management server installed in the manufacturer An after-sales service management program for managing the provision of maintenance of manufactured products or the supply of consumables used for products manufactured by the manufacturer, and is uniquely identified when accessed via the Internet from a client terminal Maintenance or maintenance with code and password A procedure (a) for displaying an ordering screen for inputting ordering information necessary for ordering consumables on the client terminal, and a unique identification code and a password are searched when the unique identification code and password are transmitted from the client terminal. The procedure (b) for reading the sales data corresponding to the unique identification code by searching the sales database using as a keyword, the ordering information transmitted from the client terminal, and the sales data read in the procedure (b) (C) for generating invoice data used to create an invoice for maintenance or consumables ordered from the client terminal, and the unique identification code transmitted from the client terminal. When a distributor is specified by the seller ID code, To generate a delivery notification data that represents information about maintenance or consumable is provided, to a delivery notification data to execute the steps (d) to send to the terminal of the distributor to the CPU.

  According to one aspect of the present invention, an after-sales service management server installed at a manufacturer directly receives maintenance order or consumable ordering information about a product manufactured by the manufacturer from a client terminal and automatically issues a delivery note. Therefore, it is possible to eliminate delays in order processing due to human factors. In addition, when the agency is specified by the seller identification code included in the unique identification code transmitted from the client terminal, delivery indicating information on maintenance or consumables provided for the order from the client terminal By generating notification data and sending it to the terminal of the agency, a part of the consideration for maintenance or consumables is paid to the agency as a commission (reward), so there are also some agencies that have contributed to product sales The profit can be secured.

It is a figure which shows the structural example of the after-service management system which concerns on one Embodiment of this invention. It is a figure which shows the example of the specific identification code produced | generated according to the distribution channel of the product among a manufacturer, an agency, and a client. It is a figure which shows the example of the sales database stored in the storage part of the after-service management server shown in FIG. It is a figure which shows the example of the delivery note which a maker issues. It is a figure which shows the example of the invoice which a maker issues with respect to a client. It is a flowchart which shows operation | movement of the after-service management server shown in FIG.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
<System configuration>
FIG. 1 is a diagram showing a configuration example of an after-service management system according to an embodiment of the present invention. This after-service management system includes a client terminal 10 used by a client who is a user of a product manufactured by a manufacturer, a terminal 20 and a printer 21 of an agent that sells the product manufactured by the manufacturer to the client, and the manufacturer that manufactured the product. And an after-service management server 30 and a printer 38 installed in the network.

  As the client terminal 10 and the agency terminal 20, a personal computer, a portable terminal, or the like can be used. The client terminal 10 and the after-service management server 30 can communicate via the Internet. The agency terminal 20 and the after-service management server 30 can communicate with each other via a network such as the Internet or a telephone line. In the following, a case will be described in which the agency terminal 20 and the after-service management server 30 communicate via the Internet.

  As shown in FIG. 1, the after-service management server 30 includes an operation unit 31, an Internet connection unit 32, a communication unit 33, a data processing unit 34, a search unit 35, a storage unit 36, and a display unit 37. It manages the provision of maintenance of products manufactured by the manufacturer or the supply of consumables used for the products manufactured by the manufacturer.

  Here, at least a part of the Internet connection unit 32 to the search unit 35 may be configured by a central processing unit (CPU) and software (after-service management program) for causing the CPU to perform various processes. good. The software is stored in the recording medium of the storage unit 36. As the recording medium, an external hard disk, flexible disk, MO, MT, RAM, CD-ROM, DVD-ROM, or the like can be used in addition to the built-in hard disk.

  The operation unit 31 includes, for example, a keyboard and a mouse, and is used for inputting various data and commands to the after-service management server 30. The Internet connection unit 32 includes, for example, an HTTP (Hypertext Transfer Protocol) server unit, a TCP / IP (Transport Control Protocol / Internet Protocol) control unit, etc., and publishes a homepage (website) on the Internet, Send and receive data over the Internet. The communication unit 33 performs data communication and e-mail transmission / reception between the client terminal 10 and the agency terminal 20 via the Internet connection unit 32.

  In addition to the above software, the storage unit 36 stores various data such as a sales database and an inventory database, and the search unit 35 can search various data stored in the storage unit 36. . The display unit 37 includes an LCD display or the like, and displays an image such as an operation screen or a delivery note. The printer 38 creates an invoice or the like by printing characters or the like on the printing paper.

  The sales database stored in the storage unit 36 includes a unique identification code in which a seller identification code that identifies an agent or manufacturer that has previously sold a product to a client and a client identification code that identifies the client are combined. Correspondingly, sales data representing information on the client and information on products purchased by the client in the past is included. By using such a unique identification code, it is possible to specify, for all products manufactured by a certain manufacturer, the agent or manufacturer that sold the product and the client that purchased the product.

<Generation of unique identification code>
FIG. 2 is a diagram illustrating an example of a unique identification code generated according to a product distribution route among a manufacturer, an agency, and a client. In this example, a product manufactured by the manufacturer is sold to the clients A, B,... Via the agency X and sold to the clients C, D,. In addition, the manufacturer may sell the product directly to the client E.

  In the example shown in FIG. 2, the seller identification code “0001” is assigned to the agency X, the seller identification code “0002” is assigned to the agency Y, and the seller identification code “1000” is assigned to the manufacturer. ing. On the other hand, the client identification code “0001” is assigned to the client A, and the client identification code “0002” is assigned to the client B. Further, client identification code “0011” is assigned to client C, client identification code “0012” is assigned to client D, and client identification code “0021” is assigned to client E.

  For example, when the client A purchases a product via the agency X, the unique identification code is obtained by combining the seller identification code “0001” of the agency X and the client identification code “0001” of the client A. “00010001” is generated. Further, when the client C purchases a product via the agency Y, the unique identification code is obtained by combining the seller identification code “0002” of the agency Y and the client identification code “0011” of the client C. “00020011” is generated. On the other hand, when the client E directly purchases a product from the manufacturer, the unique identification code “10000021” is generated by combining the manufacturer identification code “1000” with the client identification code “0021” of the client E. Is done.

  Here, when the seller (agent or manufacturer) has a plurality of sales offices that conduct sales activities in the respective regions, the seller identification code is a first seller identification code that identifies the seller. And a second seller identification code for specifying any sales office of the seller. For example, when the agency Z has a Tokyo sales office and an Osaka sales office, the first seller identification code “03” that specifies the agency Z and the second seller identification code “03” that specifies the Tokyo sales office. By combining “01”, a seller identification code “0301” that identifies the Tokyo office of the agency Z is generated. Further, by combining the first seller identification code “03” specifying the agency Z and the second seller identification code “02” specifying the Osaka sales office, the Osaka sales office of the agency Z can be identified. The identified seller identification code “0302” is generated.

<Construction of sales database>
Referring to FIG. 1 again, when the agency sells the product manufactured by the manufacturer to the client, the agency terminal 20 operates under the operation of the agency operator, and the agency terminal 20 purchases information about the client and the client purchases. The sales data representing the information about the product is transmitted to the after-service management server 30 installed in the manufacturer together with the information about the agency. At that time, the operator of the agency may use data distribution software for distributing data via the Internet, or may attach the data to an e-mail and send it to the after-service management server 30.

  In the sales data transmitted by the agency terminal 20, the information about the client includes, for example, the name, address, and contact information (telephone number, FAX number, or e-mail address) of the client. Further, the information regarding the product purchased by the client includes, for example, the name, model number, and serial number of the product.

  When the communication unit 33 receives the sales data and the information about the agency transmitted from the agency terminal 20, the data processing unit 34, under the operation of the manufacturer's operator, the information about the client included in the sales data. The sales database stored in the storage unit 36 is searched using at least a part of the search keyword as a search keyword.

  As a result, the data processing unit 34 reads the unique identification code corresponding to the information related to the client, and causes the display unit 37 to display the read unique identification code. If there are a plurality of unique identification codes corresponding to the information related to the client, a plurality of unique identification codes are displayed on the display unit 37.

  This time, the manufacturer's operator is represented by information related to the agent transmitted from the agent terminal 20 by the seller identified by the seller identification code included in the unique identification code displayed on the display unit 37. Check to see if it matches your agency. If there is a unique identification code that identifies the current agent, the operator selects the unique identification code by clicking on the unique identification code displayed on the display unit 37 with a mouse or the like.

  On the other hand, if there is no unique identification code for identifying the current agent, a new distribution channel has been established, so the operator can use the operation unit 31 to sell the sales agent assigned to the current agent. Enter the person identification code. The data processing unit 34 generates a new unique identification code by combining the input merchant identification code and the client identification code included in the read unique identification code.

  When a new unique identification code is generated, the data processing unit 34 issues a password corresponding to the unique identification code. The communication unit 33 transmits the unique identification code and the corresponding password to the client terminal 10 of the client by e-mail or the like. Thereby, the unique identification code and the password are notified to the client. The client can change the password as necessary.

  In addition, when the information about the client corresponding to the search keyword is not included in the sales database, the current client is a new client, and therefore the operator uses the operation unit 31 to operate the current agent. Enter the merchant identification code assigned to. The data processing unit 34 reads the unique identification code including the input seller identification code by searching the sales database using the input seller identification code as a search keyword. Furthermore, the data processing unit 34 generates a new unique identification code by adding “1” to the maximum value of the read unique identification code.

  When the manufacturer directly sells the product to the client, the operator of the manufacturer uses the operation unit 31 to input sales data representing information about the client and information about the product purchased by the client. The data processing unit 34 searches the sales database stored in the storage unit 36 using at least a part of the information about the client included in the sales data as a search keyword.

  As a result, the data processing unit 34 reads the unique identification code corresponding to the information related to the client, and causes the display unit 37 to display the read unique identification code. If there are a plurality of unique identification codes corresponding to the information related to the client, a plurality of unique identification codes are displayed on the display unit 37.

  The manufacturer operator checks whether the seller specified by the seller identification code included in the unique identification code displayed on the display unit 37 matches the manufacturer. If there is a unique identification code that identifies the manufacturer, the operator selects the unique identification code by clicking the unique identification code displayed on the display unit 37 with a mouse or the like.

  On the other hand, if there is no unique identification code that identifies the manufacturer, a new distribution channel has been established, so the operator uses the operation unit 31 to enter the seller identification code assigned to the manufacturer. input. The data processing unit 34 generates a new unique identification code by combining the input merchant identification code and the client identification code included in the read unique identification code.

  If the sales database does not include information about the client corresponding to the search keyword, the current client is a new client, and the operator assigns it to the manufacturer using the operation unit 31. Enter the given merchant identification code. The data processing unit 34 reads the unique identification code including the input seller identification code by searching the sales database using the input seller identification code as a search keyword. Furthermore, the data processing unit 34 generates a new unique identification code by adding “1” to the maximum value of the read unique identification code.

  When the unique identification code is selected or generated in this way, the data processing unit 34 adds the client password and additional data to the received or input sales data, and the unique identification code and the sales data are added. By storing in the storage unit 36, the sales database is updated.

  FIG. 3 is a diagram showing an example of a sales database stored in the storage unit of the after-service management server shown in FIG. In this example, the sales database includes the client password, the client name, address, and contact information (telephone number, FAX number, or e-mail address) as information about the client.

  Here, when new data including the same unique identification code as the unique identification code already registered in the sales database is stored, the data processing unit 34 selects the client corresponding to the unique identification code already registered. Create a client password in the new data by copying the password.

  Further, the sales database includes, for example, product names, model numbers, serial numbers, image data, after-service (maintenance or consumables) names, and image data (consumables) as information on products purchased by the client. ), A product code, and the type of after-sales service (maintenance: “0”, consumable: “1”).

  Here, when new data including the same product name and model number as the product name and model number already registered in the sales database is stored, the data processing unit 34 determines the product name, model number, and serial number. For information other than the number, information about the product in the new data may be created by copying the information about the already registered product. By doing so, it is possible to save the time and effort for the manufacturer operator to input data using the operation unit 31.

  Further, the sales database may include, as supplementary information, transaction conditions, data in the form of a delivery note for the client, and data in a bill format for the client or the agency. The transaction conditions may include consideration conditions for maintenance or supply of consumables between the client, the agency, and the manufacturer.

  Here, when new data including the same unique identification code as the unique identification code already registered in the sales database is stored, the data processing unit 34 adds the incidental information corresponding to the unique identification code already registered. The incidental information in new data may be created by copying. By doing so, it is possible to save the time and effort for the manufacturer operator to input data using the operation unit 31.

<Provision of after-sales service>
Referring to FIG. 1 again, the Internet connection unit 32 of the after-service management server 30 publishes a home page for after-sales service established on the Internet to provide after-sales service for products manufactured by the manufacturer. Using this after-service homepage, the client can receive after-sales services such as providing maintenance of products purchased in the past and providing consumables used for the products. At that time, the client terminal 10 is used for accessing the after-service management server 30 via the Internet and inputting ordering information necessary for ordering maintenance or consumables together with the unique identification code and the password.

  For example, the client searches the search engine of the Internet service provider by inputting the name of the manufacturer of the purchased product and “maintenance” or “consumables” or “after-sales service” into the client terminal 10 as a search keyword. And a list of search results is displayed on the display unit of the client terminal 10. Further, the client can access the after-service management server 30 by clicking a heading linked to the after-service home page of the manufacturer of the purchased product from the list of search results with a mouse or the like. .

  When receiving an access from the client terminal 10 via the Internet, the Internet connection unit 32 of the after-service management server 30 inputs ordering information necessary for ordering maintenance or consumables together with a unique identification code and a password. Is displayed on the client terminal 10. Thereby, the client can input the order information together with the unique identification code and the password to the client terminal 10.

  Here, the ordering screen may be configured by a login screen and at least one selection screen. For example, when the client clicks a login button displayed on the top page of the home page for the after service with a mouse or the like, the Internet connection unit 32 displays a login screen for the home page for the after service on the display unit of the client terminal 10.

  The client inputs the unique identification code and password to the client terminal 10 according to the login screen. When the unique identification code and the password are transmitted from the client terminal 10 to the after-service management server 30, the search unit 35 searches the sales database using the unique identification code transmitted from the client terminal 10 as a search keyword. The sales data corresponding to the unique identification code is read out.

  The sales data read by the search unit 35 includes information on one or more products purchased in the past by the client specified by the client identification code included in the unique identification code. Based on the sales data read out by the search unit 35, the Internet connection unit 32 corresponds to a product (a product that requires after-sales service) from the list of the name, model number, serial number, or image of those products. A first selection screen for selecting is displayed on the client terminal 10.

  On the first selection screen, the client selects the corresponding product by clicking the name, model number, serial number, or image of the corresponding product with a mouse or the like. Thereby, information for identifying the corresponding product, for example, data representing the product model number is transmitted from the client terminal 10 to the after-service management server 30.

  In response to this, the Internet connection unit 32, based on the sales data read by the search unit 35, the name of the after service (maintenance or consumables), image (in the case of consumables) of the selected product, Alternatively, a second selection screen for selecting a desired after-service from the list display of product codes is displayed on the client terminal 10.

  The client selects a desired after-service by clicking on the name, image, or product code of the desired after-service on the second selection screen with a mouse or the like. The quantity of after-sales service is set to “1” for maintenance. On the other hand, for consumables, the default value of the quantity is set to “1”, but the client can change it on the second selection screen. It is also possible to select multiple types of maintenance or consumables.

  When the client clicks an order button displayed on the second selection screen with a mouse or the like, order information specifying a desired after-service is transmitted from the client terminal 10 to the after-service management server 30. For example, the order information includes a product code and a quantity.

  When the Internet connection unit 32 of the after-service management server 30 receives the order information from the client terminal 10, the data processing unit 34 uses the order information transmitted from the client terminal 10 and the sales data read by the search unit 35. Based on this, invoice data used to create an invoice for maintenance or consumables ordered from the client terminal 10 is generated. When generating the delivery note data, data of the delivery note format included in the supplementary information of the sales database shown in FIG. 3 may be used.

  The data processing unit 34 causes the display unit 37 to display an image of the delivery note based on the delivery note data. The operator of the manufacturer secures the schedule of the service engineer for the maintenance ordered from the client while looking at the delivery document, or requests the delivery company to ship the consumables ordered from the client. It is also possible to change the date of the delivery note according to the schedule of the service engineer or delivery company. Further, when the operator operates the operation unit 31, the printer 38 prints a delivery note based on the delivery note data.

  FIG. 4 is a diagram illustrating an example of a delivery note issued by a manufacturer. In the delivery note shown in FIG. 4, the customer code represents a unique identification code assigned to the client. Data representing the name and address of the client is included in the information regarding the client of the sales database shown in FIG. Data representing the manufacturer's name and contact information is stored in the storage unit 36. These data are also included in the data of the delivery form format included in the supplementary information of the sales database shown in FIG.

  The product name represents a name corresponding to the after service selected by the client among the names of the after service included in the information on the product in the sales database shown in FIG. The product code is determined corresponding to the after-sales service in the information on the product in the sales database shown in FIG. As the quantity, a set value or a value changed by the client is used. In addition, it is not necessary to describe the price of after-sales service on the delivery note.

  As described above, according to the present embodiment, the after-sales service management server 30 installed in the manufacturer directly receives the order information of the after-sales service related to the product manufactured by the manufacturer from the client terminal 10 and automatically receives the delivery note. Since it is issued, it is possible to eliminate delays in order processing due to human factors.

  Here, regarding the consumables, the following inventory management may be performed. For example, when ordering information including a product code is transmitted from the client terminal 10, the search unit 35 searches the inventory database using the product code as a search keyword, so that the type of after-sales service corresponding to the product code Is read. The data processing unit 34 determines whether the type of after-sales service is maintenance or consumable.

  The storage unit 36 stores an inventory database in which product codes and quantities of consumables stored as inventory are included correspondingly. When the type of after-sales service is consumables, the search unit 35 searches the inventory database using the product code of the ordered consumable as a search keyword.

  As a result of the search by the search unit 35, when the stock of the corresponding consumables is greater than the order quantity, the data processing unit 34 generates delivery slip data of the ordered consumables, and the consumables in the inventory database. Decrement the order quantity by the order quantity. In this way, it is possible to quickly manage consumables inventory and issue delivery documents.

  On the other hand, when the stock of the consumables is smaller than the order quantity, the data processing unit 34 displays a warning screen or emits a warning sound by using the display unit 37, so that the stock is insufficient. Notify the manufacturer operator. Thereby, the operator can change delivery note data and the like.

  Further, when the agency is specified by the seller identification code included in the unique identification code transmitted from the client terminal 10, the data processing unit 34 is provided for the order from the client terminal 10. Delivery notification data representing information on maintenance or consumables is generated. For example, the delivery notification data includes a product name, a product code, a quantity, and information on a client or a manufacturer. The communication unit 33 transmits the delivery notification data generated by the data processing unit 34 to the terminal 20 of the agency. The agency terminal 20 receives the delivery notification data from the after-service management server 30.

  Thereby, the agent who sold the product knows that the after-sales service related to the product has been provided. Therefore, if a part of the consideration for after-sales service is paid to the agency as a commission (reward), the agency that contributed to the sales of the product can also secure a certain profit.

<Create invoice>
The charge for the after-sales service for the client may be made by the manufacturer that provided the after-sales service or by the agent that sold the product. When the manufacturer charges the client, the manufacturer creates a bill for the client for the after-sales service, and the agent creates a bill for the manufacturer for the commission.

  On the other hand, if the agency bills the client, the agency creates an invoice for the client for the after-sales service price, and the manufacturer creates an invoice for the agency for the amount of the after-sales service price minus the commission. To do. The commission ratio in the after-sales service price is determined in accordance with the unique identification code in the transaction conditions included in the incidental information of the sales database shown in FIG.

  The data processing unit 34 charges for maintenance or consumables provided for the order from the client terminal 10 based on the order information transmitted from the client terminal 10 and the sales data read by the search unit 35. Invoice data used to create the invoice is generated. When generating invoice data, invoice format data included in the supplementary information of the sales database shown in FIG. 3 may be used.

  The data processing unit 34 causes the display unit 37 to display an image of the invoice based on the invoice data. Note that the date of the invoice can be changed according to the time when the provision of the after-sales service is completed. When the manufacturer operator operates the operation unit 31, the printer 38 prints a bill based on the bill data.

  FIG. 5 is a diagram illustrating an example of an invoice issued by a manufacturer to a client. The invoice shown in FIG. 5 is the same as the invoice shown in FIG. 4 except that the price for after-sales service is specified. The unit price shown in FIG. 5 may be determined corresponding to the after-sales service in the transaction conditions included in the information on the products in the sales database shown in FIG. 3 or the accompanying information.

  Alternatively, when the agency determines the unit price each time, the client makes an estimate request to the after-service management server 30 using the client terminal 10 prior to ordering the after-service, and the after-service management server 30 The unit price may be inquired to the agency terminal 20. In any case, the data processing unit 34 calculates the amount of each after service and the total amount of a series of after services based on the quantity and unit price of each after service.

  On the other hand, the agency terminal 20 is used to create an invoice for maintenance or consumables provided for an order from the client terminal 10 based on the delivery notification data transmitted from the after-service management server 30. Generated invoice data. The agency terminal 20 displays the image of the invoice on the display unit based on the invoice data. When an operator of the agency operates the terminal 20 of the agency, the printer 21 prints a bill based on the bill data.

  As a result, when an after-sales service is provided in response to an order from the client, an invoice is automatically created at the manufacturer and the agency, so that the settlement process can be made directly between the client, the manufacturer and the agency by telephone or the like. It is not necessary to promote the process, and it is possible to eliminate the troubles of the three parties and to eliminate the delay in settlement processing due to human factors.

<After-service management method>
Next, an after-service management method according to an embodiment of the present invention will be described with reference to FIGS. FIG. 6 is a flowchart showing the operation of the after-service management server shown in FIG. When the manufacturer operator turns on the power of the after-service management server 30, the CPU of the after-service management server 30 activates the after-service management program and starts a series of operations.

  In step S1 of FIG. 6, when the Internet connection unit 32 receives access from the client terminal 10 via the Internet, it inputs ordering information necessary for ordering maintenance or consumables together with a unique identification code and a password. An ordering screen for displaying is displayed on the client terminal 10.

  In step S2, when the unique identification code and password are transmitted from the client terminal 10, the search unit 35 searches the sales database stored in the storage unit 36 using the unique identification code as a search keyword. The sales data corresponding to the unique identification code is read out.

  In step S3, the data processing unit 34 sends a delivery note regarding maintenance or consumables ordered from the client terminal 10 based on the ordering information transmitted from the client terminal 10 and the sales data read in step S2. Generate delivery note data used to create.

  In step S4, when the agency is specified by the seller identification code included in the unique identification code transmitted from the client terminal 10, the data processing unit 34 is provided for the order from the client terminal 10. The delivery notification data representing information related to maintenance or consumables is generated, and the communication unit 33 transmits the delivery notification data to the terminal of the agency.

  In step S <b> 5, the data processing unit 34 performs maintenance provided for the order from the client terminal 10 based on the order information transmitted from the client terminal 10 and the sales data read by the search unit 35. Generate bill data used to create bills for consumables.

  In the above embodiment, the case where the after-service management server is configured by one terminal has been described. However, the present invention is not limited to this embodiment, and the after-service management server is configured by a plurality of terminals. May be. Thus, many modifications are possible within the technical idea of the present invention by those who have ordinary knowledge in the technical field.

  DESCRIPTION OF SYMBOLS 10 ... Client terminal, 20 ... Agency terminal, 21 ... Printer, 30 ... After service management server, 31 ... Operation part, 32 ... Internet connection part, 33 ... Communication part, 34 ... Data processing part, 35 ... Search part, 36 ... Storage unit, 37 ... Display unit, 38 ... Printer

Claims (10)

An after-sales service management server for managing the provision of maintenance of products manufactured by the manufacturer or the supply of consumables used for the products manufactured by the manufacturer;
Information related to the client and the client in the past correspond to a unique identification code in which a seller identification code that identifies an agent or manufacturer that has sold products to the client in the past and a client identification code that identifies the client are combined. A storage for storing a sales database containing sales data representing information about products purchased by;
Internet connection unit for displaying on the client terminal an ordering screen for inputting ordering information necessary for ordering maintenance or consumables together with a unique identification code and a password when accessed from the client terminal via the Internet When,
When a unique identification code and a password are transmitted from the client terminal, a search unit that reads sales data corresponding to the unique identification code by searching the sales database using the unique identification code as a search keyword;
Invoice data used to create an invoice for maintenance or consumables ordered from the client terminal based on the order information transmitted from the client terminal and the sales data read by the search unit Maintenance or consumables provided for the order from the client terminal when the agency is specified by the seller identification code included in the unique identification code transmitted from the client terminal A data processing unit for generating delivery notification data representing information on
A communication unit that transmits the delivery notification data generated by the data processing unit to the terminal of the agency;
After-sales service management server.   When the unique identification code and password are transmitted from the client terminal, the Internet connection unit is included in the unique identification code transmitted from the client terminal based on the sales data read by the search unit. A selection screen for selecting a corresponding product from a list display of a name, model number, serial number, or image of a product purchased by a client identified by a client identification code in the past is displayed on the client terminal. 1. After-sales service management server.   When one product is selected on the selection screen, the Internet connection unit, based on the sales data read by the search unit, maintenance of the selected product or name of consumables, image, or The after-service management server according to claim 2, wherein a second selection screen for selecting a desired maintenance or consumable item from a list display of product codes is displayed on the client terminal. The storage unit further stores an inventory database in which product codes and quantities of consumables stored as inventory are included correspondingly;
When a consumable item is ordered from the client terminal, the search unit searches the inventory database using a product code of the ordered consumable item as a search keyword,
As a result of the search by the search unit, when the stock of the corresponding consumables is greater than the order quantity, the data processing unit generates delivery document data of the ordered consumables, and the consumption in the inventory database Decrement the quantity of the product by the order quantity,
The after-sales service management server of any one of Claims 1-3.   The merchant identification code includes a first merchant identification code that identifies a merchant having a plurality of sales offices that conduct sales activities in each region, and a second merchant that identifies one of the sales offices of the seller. The after-service management server according to any one of claims 1 to 4, further comprising a seller identification code.   Claims related to maintenance or consumables provided by the data processing unit for ordering from the client terminal based on the ordering information transmitted from the client terminal and the sales data read by the search unit The after-service management server according to any one of claims 1 to 5, which generates bill data used for creating a bill. The after-sales service management server according to any one of claims 1 to 6,
A client terminal used for accessing the after-service management server via the Internet and inputting ordering information necessary for ordering maintenance or consumables together with a unique identification code and a password;
When the agency is specified by the seller identification code included in the unique identification code transmitted from the client terminal, the agency terminal that receives delivery notification data from the after-service management server;
After-sales service management system.   A bill used by the agency terminal to create a bill for maintenance or consumables provided for an order from the client terminal based on the delivery notification data transmitted from the after-service management server. 8. The after-service management system according to claim 7, wherein the after-sales data is generated. Information related to the client and the client in the past correspond to a unique identification code in which a seller identification code that identifies an agent or manufacturer that has sold products to the client in the past and a client identification code that identifies the client are combined. Stores a sales database that contains sales data that represents information about the products purchased by the manufacturer, and uses the after-sales service management server installed at the manufacturer to provide maintenance of the product manufactured by the manufacturer or manufactured by the manufacturer An after-sales service management method for managing the supply of consumables used in a finished product,
A step of displaying on the client terminal an ordering screen for inputting ordering information necessary for ordering maintenance or consumables together with a unique identification code and a password when accessed from the client terminal via the Internet (a )When,
A step (b) of reading sales data corresponding to the unique identification code by searching the sales database using the unique identification code as a search keyword when the unique identification code and password are transmitted from the client terminal;
An invoice used to create an invoice for maintenance or consumables ordered from the client terminal based on the order information transmitted from the client terminal and the sales data read in step (b). Generating data (c);
Delivery representing information related to maintenance or consumables provided for an order from the client terminal when the agent is specified by the seller identification code included in the unique identification code transmitted from the client terminal Generating notification data and sending delivery notification data to the terminal of the agency (d);
After-sales service management method comprising. Information related to the client and the client in the past correspond to a unique identification code in which a seller identification code that identifies an agent or manufacturer that has sold products to the client in the past and a client identification code that identifies the client are combined. Stores a sales database including sales data representing information on products purchased by the manufacturer, and provides maintenance of products manufactured by the manufacturer or products manufactured by the manufacturer in an after-service management server installed in the manufacturer An after-sales service management program for managing the supply of consumables used in
A procedure for displaying on the client terminal an ordering screen for inputting ordering information necessary for ordering maintenance or consumables together with a unique identification code and a password when accessed from the client terminal via the Internet (a )When,
A procedure (b) of reading sales data corresponding to the unique identification code by searching the sales database using the unique identification code as a search keyword when the unique identification code and the password are transmitted from the client terminal;
An invoice used to create an invoice for maintenance or consumables ordered from the client terminal based on the order information transmitted from the client terminal and the sales data read in step (b). A procedure (c) for generating data;
Delivery representing information related to maintenance or consumables provided for an order from the client terminal when the agent is specified by the seller identification code included in the unique identification code transmitted from the client terminal A procedure (d) for generating notification data and sending delivery notification data to the terminal of the agency;
After-service management program that causes the CPU to execute.

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