KR101038224B1 - Home Care Service System and Method - Google Patents

Abstract

The present invention relates to a home care service system, which manages pre-registered basic items or periodically replaces consumable items, supplies of items requested by a customer, and resolution of emergency in the home for each customer's home registered as a member. It relates to a comprehensive management system that provides all the convenience services related to daily life for customers, such as consultation on other product inquiries.

The home care service system of the present invention includes a database 33 for storing customer information, goods information, and stock status; A main server 20 connected to the database 33 to exchange information; On-site service provider includes a mobile terminal 11 that allows a variety of information to and from the main server 20 via the Internet network, the main server, information about the customer and family members, among the items in the home A customer information registration unit 22 for receiving information on managed and non-managed items selected by a customer through the mobile terminal of an on-site service provider; A customer history information tracking unit (23) for transmitting updated history information of the registered item on the mobile terminal at the request of the mobile terminal of the field service provider; And a customer information real-time updating unit 24 for updating the customer information acquired through the mobile terminal or the call center counselor terminal 34 and storing it in the database.

Home Care, Field Service Provider, Main Server, Customer Care Total Information System, RFID, Real Time Inventory Management System, Mobile Logistics System

Description

Home Care Service System and Method

The present invention relates to a home care service system, and more particularly, to manage basic items registered in advance for each customer's home as a member, or to periodically replace consumable items, supply of items requested by customers, and in-house It is a comprehensive management system that provides all the convenience services related to daily life for customers, such as solving emergency situations and consulting about other product inquiries.

In recent years, with the development of the industry, with the increase of life, efforts are being made to create a more comfortable and convenient living environment.In response to this, in today's households, various convenience devices, electronic products, A large number of instruments, equipment and articles are used.

In particular, due to the development of electric / electronic technology, new electronic products that have not existed in the past as well as basic electric products such as lighting devices, such as computers, laptops, IPTV, various communication devices and portable terminals have been developed and used. Health / health / wellness-related products, and those requiring periodic parts replacement or cleaning, such as water purifiers, air purifiers and water purifiers, are now becoming the basic household products commonly used in the home.

In addition, facilities and safety devices for preventing various accidents in advance are also widely used in each home, and various convenience devices such as food handlers, which have recently appeared, are becoming more and more common household products.

However, if a large number of convenience devices, electronics, appliances, equipment, and items are used in each household as described above, and the types of used are gradually increasing as technology advances, housewives or the general public manage and maintain them in their own homes. Repairing is very difficult.

Moreover, when housewives or the general public have only basic knowledge about the use of the product in their homes, they need to receive the manufacturer's after-sales service or purchase parts for each product, item, or equipment if a breakdown requires replacement. It is very difficult to purchase or replace parts at the right time for consumable items, various parts, and parts requiring periodic replacement.

In particular, when busy modern people who are pursuing time to purchase consumables of homes and offices that need to be purchased periodically through direct marts or Internet shopping malls, problems such as missing proper purchase time or not having to buy because they are desperately needed Doing. This is especially true as the number of articles used increases.

Accordingly, the present invention has been invented in view of the above, and maintenance and repair, repair and repair, purchase and replacement of various convenience devices, electronic products, appliances, equipment, and articles used at home. The purpose is to provide a comprehensive management system that can respond to the urgent situation of the customer while acting as an easy and simple purchase of consumables and household goods.

In order to achieve the above object, the present invention,

The on-site service provider visiting the customer's home, accessing the service provider's main server through the Internet through a mobile terminal, and inputting and registering customer information including information on the items in the home;

Then, when the on-site service provider visits the customer's home regularly or makes an emergency call by customer request, the mobile terminal accesses the service provider's main server to search the product information and the history information to provide basic inspection service or to request the customer's request. Providing an emergency inspection service for;

Updating the history information on the item which has completed the inspection service by accessing the main server of the service provider when the service provision is completed;

It provides a home care service method comprising a.

In a preferred embodiment, the customer information registered by the field service provider through a mobile terminal is information about the customer and family members, information on the managed and non-managed items selected by the customer among the items in the home,

The information on the managed goods and unmanaged goods is characterized by including the product name, manufacturer, production date, purchase date, purchase price, installation date, installation location (article location) and life cycle, respectively.

In addition, the process of registering the information on the managed goods,

The on-site service provider attaches the RFID electronic tag storing the identification information to each item, and accesses the customer management total information system built in the service provider's main server through the mobile terminal, for each item to which the RFID electronic tag is attached. The information may be registered together with the identification information.

In addition, the field service provider may in turn call up several examples of house interior drawings stored in advance on a program embedded in his mobile terminal, select one of them as the current house interior drawing, and then use an RFID electronic tag. The location of each managed article attached to the device and information about the managed article are stored together with the identification information in the selected house drawing on the program, and then stored, and the created article information data is transmitted to the customer management total information system through the mobile terminal. It is characterized by registering by.

In addition, the identification information of the RFID electronic tag is characterized in that the automatic reading on the program by reading the RFID reader connected to the mobile terminal.

In addition, the on-site service provider accesses the customer management total information system using a mobile terminal at the time of providing the basic inspection service and emergency inspection service, and transmits the location of each item and information about each item together with the drawings of the customer's home. It is characterized by using it.

In addition, the on-site service provider reads the identification information of the RFID electronic tag attached to the article with the RFID reader connected to the mobile terminal at the time of providing the basic inspection service and the emergency inspection service, inputs it to the mobile terminal, and then manages the customer information through the Internet network. It is characterized by querying or updating the information of the goods using the identification information entered by accessing.

In addition, the on-site service provider reads the identification information of the RFID electronic tag attached to the article with the RFID reader connected to the mobile terminal when providing the basic inspection service and the emergency inspection service, and inputs it to the mobile terminal, and then the service provider's main network through the Internet network. It is characterized by accessing the real-time inventory management system built in the server, query the stock status of the corresponding goods using the inputted identification information, request the supply of goods, and receive the goods from the service provider.

In addition, the on-site service provider visits the home of the customer, the details of the activities and service provided, customer consultation, repair history, customer information newly generated in the service provider using the mobile terminal main And accessing the customer care total information system built in the server and registering and updating in real time.

In addition, among the customer information stored in the database of the service provider, the alarm system built on the main server needs to be updated after a predetermined time elapses, the goods information when the replacement time has arrived, and the customer information of the goods, Alerting the customer information and service item information that should periodically provide basic check service;

Receiving, by the on-site service provider or a service center counselor of a service provider, customer information that needs to be updated from the customer and updating the customer information stored in the database, or updating the information of the goods after providing the goods replacement and basic inspection service;

It characterized in that it further comprises.

The alarm system may notify the contents of the alarm to the terminal of the call center agent or the mobile terminal of the field service provider dedicated to the corresponding customer, and update the information according to the alert contents of the call center agent or the field service provider. .

In addition, when the field service provider is requested to replace a defective item, replace a consumable item, or purchase a new item when a basic check service and an emergency check service are provided, a real-time inventory management system built on the main server of the service provider After accessing the inventory status of the corresponding item to request the supply of goods, and receives the goods from the mobile logistics center of the service provider, characterized in that to provide to the customer.

In addition, the on-site service provider requests the order for the necessary goods through the real-time inventory management system if it is determined that there is no stock of the required goods after the inventory status inquiry,

The real-time inventory management system notifies the purchase of the goods to the supplier / partner management system built on the main server according to the order request,

The supplier / partner management system is characterized by the integrated purchase of the necessary goods by applying for purchases to the terminal of the goods supplier after calculating the purchased goods for each goods supplier.

In addition, when the field service provider requests the supply of goods in stock by accessing the real-time inventory management system, the real-time inventory management system in conjunction with the mobile logistics system built on the main server to move out of each region Using the GPS location information of the center vehicle to identify the mobile logistics center vehicle located at a short distance of the field service provider and supplies the goods to the on-site service provider from the near-field logistics center.

Accordingly, the home care service system of the present invention manages the basic items registered in advance for each customer's home registered as a member, or periodically replaces consumable items, supplies the items requested by the customer, and resolves the emergency in the home. It is effective to provide all convenience services related to daily life to customers more quickly, such as consulting about other product inquiry.

Hereinafter, the features and advantages of the present invention will become more apparent from the following detailed description based on the accompanying drawings. The terms or words used in the present specification and claims are consistent with the technical spirit of the present invention on the basis of the principle that the inventor can appropriately define the concept of the term in order to explain his invention in the best way. It should be interpreted as meaning and concept.

The present invention manages the basic items registered in advance for each customer's home as a member, or periodically replace consumable items, supply of items requested by the customer, resolution of emergency situations in the home, and other product inquiries or construction related inquiries. It relates to a comprehensive management method that provides all the convenience services related to daily life for customers, such as counseling.

1 is a view showing an operation example of the home care service system according to the present invention, Figure 2 is a block diagram showing the configuration of a home care service system according to the present invention.

3 to 12 are diagrams showing an example of a home care service providing process according to the present invention.

As shown, the configuration of the home care service system according to the present invention includes a main server 20 and a database 33 of a service provider, a call center agent terminal 34, and a field service provider (aka home MacGyver) 10. The mobile terminal 11, the mobile terminal 71 of the mobile logistics center 70, the terminal (51, 61) provided in the goods supplier 50 and the local service partner company 60, and the video call system as the main configuration do.

Here, the main server 20 includes a customer management total information unit 21, a real time inventory management unit 25, a supplier / partner management unit 27, a mobile logistics center management unit 26, and a live 3G relay unit that are operated in the form of a web-based program. (Live 3G System) 28, the VOC (Voice of Customer) monitoring unit 29, the billing unit 31 is established, each of these systems is operated in conjunction with the home care service provided in the present invention.

First, a customer management total information system 21, which is operated in the form of a web-based program, is installed on a main server 20 of a service provider. The customer management total information unit 21 is a customer information register. (22), the sub-systems of the customer history information tracking unit 23 and the customer information real-time update unit 24.

Here, the customer information registration unit 22 is a web-based system used for initial customer registration through a contract. After the on-site service provider 10 visits the home of the contract customer 40 directly, a mobile terminal (for example, a laptop) is used. 11, the customer information registration unit 22 is accessed through the Internet to input and register customer information. At this time, the customer information input by the field service provider 10 to the customer information register 22 in the mobile terminal 11 is stored in the database 33 of the service provider.

The initial customer information registration may consist of the following items, and may be configured to register family member information, managed goods information, and non-managed goods information.

① Customer and family member information (person-related data): home address and location, family number, gender, date of birth, occupation, other matters of each family member, etc.

② Managed goods: name, manufacturer, production date, purchase date, purchase price, installation date, installation location (item location), life cycle, other matters about the goods, etc.

③ Non-managed goods: name, manufacturer, production date, purchase date, purchase price, installation date, installation location (item location), life cycle, other matters about the goods, etc.

Here, the managed goods are the goods selected by the customer for management among the household items, and the non-managed goods are not the management request, but this is also the goods selected by the customer.

For each item to be managed, the field service provider 10 attaches an RFID electronic tag storing identification information to each item, and the mobile terminal 11 establishes the main server 20 of the service provider. The customer information registration unit 22 is connected to register information about each article to which the RFID electronic tag is attached together with the identification information.

At this time, the on-site service provider 10 calls several examples of the house interior drawing (eg, plan view form) stored in advance on a program embedded on its mobile terminal 11, and one of them is currently applied. Selected as the customer's home drawing, and then the location of each managed goods with RFID electronic tag and information about the managed goods are inputted and stored in the selected home drawing on the program together with the identification information, and the created item information data Is transmitted to and stored in the customer information registration unit 22 through the mobile terminal 11.

Here, it is preferable to input identification information of each article on the program of the mobile terminal 11 to use an RFID reader connected to the mobile terminal 11. That is, when the field service provider 10 recognizes the identification information of the RFID electronic tag by using the RFID reader, the recognized identification information is automatically input on the program of the mobile terminal 11.

When the location information of the managed goods is input using the house interior drawing as described above, the goods location information data such as the house interior diagram of FIG. In addition, since the field service provider 10 inputs a variety of information of the item '②' in addition to the RFID identification information for each item, the item information stored in the service provider's database 33 is stored inside the home of the customer and The location information of each article, and various kinds of information of the article disposed at each location will be included. This item information is to be stored in the service provider's database 33 so that it can be used for future service provision.

That is, when accessing the customer history information tracking unit 23 and the customer information real-time update unit 24 using his mobile terminal 11 at the time of regular visits of the on-site service provider 10 or emergency dispatch by a customer request later, In addition, the location of the registered and stored items can be grasped at a glance through the drawings, and various item information, service providing history, etc. inputted together with the location of the corresponding item can be inquired and updated.

In this case, the on-site service provider 10 accesses the customer history information tracking unit 23 using the mobile terminal 11 at the time of providing the basic inspection service and the emergency inspection service, and displays the items inputted therein together with the internal drawing of the customer. The location and information about each item will be received and used.

In addition, the on-site service provider 10 provides the basic inspection service by providing the product information and service providing history through the customer history information tracking unit 23, or provides an emergency inspection service for the goods requested by the customer, Supply can be requested for replacement.

In this case, when the on-site service provider 10 is requested to replace a defective article, to replace a consumable article, or to purchase a new article at the time of providing the basic inspection service and the emergency inspection service, the on-site service provider 10 may contact the main server 20 of the service provider. After accessing the real-time inventory management unit 25 is established, you can request the supply of goods after inquiring the stock status of the goods.

When the service is provided, the on-site service provider 10 accesses the customer information real-time updater 24 to update the history information for all the items that have completed the inspection service.

Of course, in the case of unmanaged goods, the RFID electronic tag is not attached, so it is not possible to inquire and update the information of the goods using RFID in the future (until switching to the managed goods and attaching the RFID electronic tag and inputting information), In addition, it is possible to generate the location information by displaying the location on the drawing inside the house, and at this time, by adding various types of information about the goods, the on-site service provider 10 uses the goods information, service providing history inquiry, It is also possible to update information or the like.

With the RFID electronic tag attached to the managed goods, the on-site service provider 10 must use an RFID reader connected to the mobile terminal 11 to read the information stored in the RFID electronic tag at a later site visit. When the identification information of the tag is recognized and transmitted to the mobile terminal 11, the identification information of the item identified through the RFID reader may be transmitted to the main server 20 of the service provider through the Internet.

Accordingly, the on-site service provider 10 is connected to the main server 20 of the service provider through the Internet network and then transmits the identification information read through the RFID reader. Using the various web-based systems of (20), it is possible to query and update the information of the item, inventory inquiry, ordering, and the like.

That is, when the field service provider 10 transmits the identification information of the managed goods read using the RFID to the service provider's main server 20 through the mobile terminal 11, whether the corresponding goods or products can be supplied or It is possible to determine whether the replacement of the parts attached thereto, in particular, if the replacement cycle of the corresponding parts is registered in the main server 20 can be determined by receiving the appropriate replacement time.

In particular, the on-site service provider 10 can be connected to the real-time inventory management unit 25 as described below, it is possible to provide a quick service by checking and securing the inventory quantity of the necessary goods, ordering, and moving the goods necessary in the field logistics center Through 70 it can be supplied directly.

In particular, since the internal drawing and location information of the apartment or house in which the customer lives can be received and used from the main server 20 of the service provider, the on-site service provider 10 visits the customer and according to the apartment interior drawing. Explain the service area, and if the customer's additional request is made, determine the scope of inspection and proceed with the service.If there is no additional request from the customer, the service of the main server 20 is performed after the service for the basic inspection. Leave a record on.

The customer traceability system 23 is a product for which all histories, managed goods, and non-managed items (first registered as non-managed items, but services are provided by the customer's request) related to the service provision of the customer. It is a system used to collect and record the history information on repair / replacement for addition to managed goods and subject to regular basic inspection service.

Whenever the on-site service provider 10 visits the home and provides the necessary services after the customer registration, the mobile terminal 11 accesses the customer history information tracking unit 23 through the internet network to read the RFID electronic tag of the specific article. After reading through and requesting the history information, the customer history information tracking unit 23 according to the request of the mobile terminal 11 transmits the updated history information of the registered goods to show on the mobile terminal (11). do.

This history information is collected through the mobile terminal 11 each time the field service provider 10 visits each customer's home, which is performed in conjunction with the customer information real-time update unit 24. That is, after the on-site service provider 10 visits the customer's home and provides the necessary services, the mobile terminal 11 additionally inputs the service providing history on the system so that it can be used for future service provision.

The customer history information tracking unit 23 allows customers to receive customer information faster than leaving the customer's information as a simple stagnant record, and what the customer wants now and purchases the customer's goods by tracking the current customer's information in real time. Enables tracking of information that happens to customers, such as when (for example, date of purchase of a vehicle, purchase date of a home appliance, etc.). Through the customer history information tracking unit 23, it is possible to provide a paid service related to the birthday or event of the customer according to the situation of the customer in the future, and the on-site service provider 10 to utilize the on-site service provider for the goods management information do. In addition, non-managed items can be used by inquiring the service providing history performed at the customer's request such as replacement or inspection.

Customer Information Real-Time Update System 24 is a customer information acquired through the mobile terminal 11 carried by the field service providers 10 and the customer acquired through the agent of the call center 30 It is a system that keeps customer information up-to-date by updating information immediately.

The customer information real-time updating unit 24 updates the customer's information in advance so as to quickly update the living information of the customer to prepare what the customer wants and needs in advance, and stores it in the database 33. This is to ensure that the information you need is available when you want it.

In particular, the customer information real-time updating unit 24 is the on-site service provider 10 has been dispatched to the field (customer's home) and the details of the service provided, the customer consultation and repair history, customer information Mainly, the newly generated information is connected to the main server 20 of the service provider using the mobile terminal 11 to quickly register and update in real time.

For example, the on-site service provider 10 receives information about the family of the customer (children's school entrance, congratulations, anniversaries, etc.) after the customer's home visit, and uses the personal mobile terminal 11 to the customer information real-time updating unit 24. After you connect, you will update your customer information.

The real-time updated live information is newly updated by the customer information real-time updating unit 24 according to the customer history, and the conducted data is classified by the customer history information tracking unit 23 according to the required time according to the needs of the customers. By providing it, you can increase customer satisfaction.

In addition, when using this system, the call center agent can check the customer's updated data in the incoming call waiting state before attempting to interact with the customer, and update the history of the product used by the customer when the customer requests a service. It is possible to respond quickly by grasping based on the published data and responding to customers. Also, because you know what your customers are using, you can bill the goods supplier (50), your regional service partner (60), or the mobile logistics center (70) for the exact goods you need. In addition, the dedicated field service provider 10 can immediately inform the situation of the customer.

Preferably, the real-time update of the customer information can be configured in conjunction with the alarm unit, by the customer information real-time update unit 24 between the customer, agent, field service provider 10, local service partner company 60 When the information exchanged in real time is stored in the service provider's database 33, the stored information is updated in real time over time based on the alarm unit so that new customer information can be stored.

That is, the alarming system (Warning System) is registered once in the customer information stored in the database 33 and information that must be updated after a specified time (family history, managed goods and unmanaged goods according to age) It is a system for notifying the automatic update for the life, etc.), may be configured to inform the customer information real-time update unit 24 of the list and items of the customer. In addition, even if there is no request from the customer, such as the information of the member customer (home address, etc.) to receive the basic inspection service periodically provided by the service provider, or the information of items to be replaced periodically in the member's home, the basic inspection service is periodically provided. The list of customer information and service item information to be listed is shown (see FIGS. 4 and 5).

The alarm unit alerts to three types of customer information from the customer information database 33 stored by the customer information registration unit 22, the customer history information tracking unit 23, and the customer information real-time updating unit 24. Secondly, it periodically alerts the customer to update the customer information. At this time, the customer information to be updated includes information about the customer's family as well as the customer himself. For example, all of the information available about the customer and family, including changes in the client's own or family members, address, age, child's enrollment and anniversary, and birthdays.

The second is an information update alert and service provision alert for a pre-registered managed item, which periodically updates the information on each customer's managed item, and shows the customer information and the item information of the managed item that needs to be updated. Alarm. In addition, it alerts by showing the customer information and goods information of the periodic basic inspection service object, the goods that have been replaced, and the customer information of the goods. For example, all information about lights, furniture, appliances, etc. (all information entered during initial customer registration) will be used. And the third is an information update alarm for unmanaged items, which alerts the user to update information on all household items (buildings, cars, unmanaged appliances, etc.) in addition to the managed items. Display customer information and goods information to alert.

The alarm section for the customer information operates as follows.

The alarm unit automatically searches for a certain period of time (for example, age, child entrance information, etc.) among the customer information stored in the customer information database 33 automatically at a specific time (for example, every day at midnight) every day. After extracting the list of the corresponding customer is the time to be updated information is sent to the monitoring system of the call center agent terminal 34. The list of customers is automatically classified by region in the monitoring system of the call center agent terminal 34 and notified to the call center agent terminal for each region and the mobile terminal 11 of the field service provider 10 managing the corresponding customer. When the call center manager by region turns to work in the morning and turns on the terminal, the customer automatically sees the list of customers displayed on the terminal, and after receiving a call or making a call to the corresponding customers, the terminal accesses the customer information real-time updating unit 24. The information will be updated. When the information is updated, the alarm is automatically sent to the customer and the information is automatically deleted from the list so that the customer is not listed. In addition, the message sent to the field service provider 10 causes the list of customers to be automatically updated when the field service provider 10 turns on the mobile terminal 11, and the field service provider 10 sends the corresponding customer. When visiting, the customer may directly contact the customer and input new information using the customer information real-time updating unit 24 in the mobile terminal 11. The information updated in real time through the wireless Internet network is stored in the database 33 of the service provider. In this case, as in the work performed in the call center 30, the updated information is automatically sent to the alarm unit, and the updated customer is deleted from the list. The newly inputted information grasps the update cycle again from the input point.

For managed and unmanaged goods, the alarm unit operates as follows.

The information on the managed goods is automatically checked every day by the customer history information tracking unit 23 from the database 33 where the information is stored, the information that needs to be updated after a certain period of time. In this case, when information to be updated according to the product life cycle or a predetermined management cycle occurs, a list of the corresponding customer is automatically extracted for the corresponding article and transferred to the monitoring unit of the call center counselor terminal 34. The list of customers is automatically classified by region in the monitoring unit of the call center agent terminal 34 and notified to the call center agent terminal for each region and the mobile terminal 11 of the field service provider 10 managing the corresponding customer. The regional call center representatives will go to work in the morning and turn on the terminal to automatically see the list of customers displayed on the terminal, inform them about the related items through outbound calls, text messages, e-mails, etc. Provide information to apply for special care or replace with a new product before it occurs. In the case of the field service provider 10, the contents are automatically transmitted to the mobile terminal 11 so that the list is displayed as soon as the terminal is turned on, and the product can be exchanged or a new product can be purchased before a problem occurs during the visit. Use it for consulting. Here, if a new product is replaced, the on-site service provider 10 inputs information on the customer history information tracking unit 23 for the corresponding product and stores it in the database 33 so that the new history can be managed. .

When the alarm unit is linked as described above, the customer management and the product service by informing the information in advance based on the D-7, D-3, and D-day at the time when the customer is provided with the service corresponding to all the information of the customer entered You will be able to pinpoint the time.

In addition, the customer information can be updated directly by the customer himself registered as a member by accessing the customer information real-time updating unit 24 through his terminal 41, the customer is a member ID and password set in advance After accessing the customer information real-time updating unit 24 by using to update their information.

In this way, the customer management total information section 21, that is, the customer information registration section 22, the customer history information tracking section 23 and the customer information real-time updating section 24, the information input through them is the main The information stored in the database 33 connected to the server 20 and also stored in the database 33 is utilized through the customer management total information unit 21.

The first purpose of the customer management total information section 21 is to enter and store all the information related to the customer (for example, the product used in the home of the customer or the family history) in the database 33 and the living information desired by the customer. The second is to implement a service or system that allows you to check at a glance the life cycle or replacement time of products and items that you are using, and your new update information (such as your child's entrance to school, supervision, etc.) at a glance. To do this.

Accordingly, customer management from the mobile terminal 11 of the field service provider 10, the call center agent terminal 34 of the service provider, the terminal 61 of the local service partner company 60, or the terminal 41 of the customer. Various information collected and stored through the total information unit 21 is continuously managed to be useful for future service provision.

On the other hand, the service provider periodically provides a basic check service for the registered customer based on the customer information and goods information stored in the database 33, and also provides the necessary services in the event of an urgent request of the customer.

To this end, in the call center 30 of the service provider, an agent who receives a customer's request receives a customer's request using various systems built in the main server 20 through a terminal 34 connected to the main server 20. In order to respond to the request of the customer, a dedicated field service provider 10 designated in advance is dispatched to the customer's home to provide the service.

Meanwhile, a real-time inventory system (RTIS) 25, which is operated in the form of a web-based program, is installed on the main server 20 of the service provider, which is a field service to provide a service requested by a customer. This is a system used by agents of the provider 10 or the call center 30 to grasp the stock status of the goods in real time, and works with the moving distribution system (MDS) 26 to provide the goods to the field service provider. 10) is a system to be supplied.

That is, the real-time inventory management unit 25 accesses the service provider's main server 20 in real time by connecting the item requested by the customer or the item required for repair or replacement when the on-site service provider 10 visits the customer's home. This is a system to check the current status of the inventory and if necessary to order the purchase of goods to secure the inventory, the on-site service provider 10 to the real-time inventory management unit 25 through the Internet from their mobile terminal 11 After the connection, the necessary items are input to determine the stock status stored in the database 33 in real time. In addition, once the inventory status is determined, the on-site service provider 10 may request the supply of the corresponding goods through the system or place an order for the goods supplier 50 when there is no stock.

Since there are so many items that need to be maintained at home, it is impossible for the on-site service provider 10 to carry the items needed by the customer. none.

Accordingly, the service provider purchases at a low price in the form of a pre-integrated purchase and provides it to the customer's home through the on-site service provider 10, so that the goods can be purchased at a lower price than the customer buys directly. It can also give you financial gain. In addition, by providing accurate quotations, it is possible not only to give confidence to customers who may have purchased at an expensive price, but also to promptly identify and procure the goods that the field service provider 10 needs in the field. Quick response and trust can be given.

The real time inventory management unit 25 can be used in the following three ways.

First, use at regular visits of the field service provider 10 (see FIG. 6). That is, the on-site service provider 10 regularly visits the customer's home, checks the parts requiring replacement or repair after basic check, and uses the mobile terminal 11 of the on-site service provider to build the main server 20 of the service provider. The real-time inventory management unit 25 may request a quote for the necessary goods by connecting to the real-time inventory management unit 25 may be connected to the quotation system to confirm the purchase price to the customer. In addition, if the customer wants to purchase after checking the unit price, the on-site service provider 10 may apply for the supply of goods by inputting the necessary goods to the real-time inventory management unit 25. When the goods supply application is made in this way, the real-time inventory management unit 25 notifies the purchase to the supplier / partner management unit 27 built on the main server 20, the supplier / partner management unit 27 is the goods supplier (SCM) After calculating the purchased goods for each (50), the terminal 51 of the goods supplier 50 applies for the purchase of the necessary goods. Eventually, the necessary goods supplied from the goods supplier 50 are received by the service provider, and the on-site service provider 10 receives the goods from the service provider at the next visit to replace and repair the goods. If an immediate replacement is required at the regular visit, the on-site service provider 10 may procure the goods through local purchase, and also preferably the real time inventory management unit 25 of the main server 20 instead of the local purchase. You can apply for the supply of goods through the mobile logistics center (which is a two-vehicle vehicle) 70 in the area. At this time, the real-time inventory management unit 25 in conjunction with the mobile logistics center management unit 26 requests the supply of goods to the customer home to the terminal 71 of the mobile logistics center 70, the mobile logistics center 70 The goods may be supplied to the on-site service provider 10 of the customer's home immediately or by using a separate vehicle (motorcycle, etc.) 73 to be replaced and repaired. All of the history generated in connection with the service during such a regular visit is the customer management total information unit 21 built on the main server 20, that is, the customer information registration unit 22, customer history information tracking unit 23 and real-time customer information update The unit 24 works together to collect, update, and store.

Secondly, the emergency service use of the field service provider 10 (see FIG. 7). When the urgent dispatch request of the customer is received by the call center 30, the call center 30 makes an emergency dispatch request to the dedicated field service provider 10 of the customer. At this time, the means for requesting emergency dispatch to the field service provider 10 in the call center 30 may be a mobile phone. Accordingly, the on-site service provider 10 accesses the real-time inventory management unit 25 of the main server 20 through his mobile terminal 11 to stock the necessary goods of the mobile logistics center 70 located in the nearest location in the region. Check. At this time, if there is no inventory of goods, the on-site service provider 10 makes a local purchase. In addition, the agent of the call center 30 is connected to the real-time inventory management unit 25 of the main server 20 from the terminal 34 to check whether there is a stock of the necessary goods in the mobile logistics center 70 of the region, If there is a stock of goods to be supplied to the field service provider 10 from the mobile logistics center 70. At this time, the mobile logistics center 70 supplies the goods to the on-site service provider 10 directly or by using a separate means of transportation (motorcycle, etc.) 73, the on-site service provider 10 receives the goods and then the customer's home Visit to deliver or replace the goods. In the main server 20 of the service provider, the mobile logistics center manager 26 determines the location of the mobile logistics center 70 through the GPS 80 and then moves from the field service provider 10 to the mobile logistics center (which is located at a short distance). 70 to call the goods supply to be made, the on-site service provider 10 checks the delivery time from the mobile logistics center 70 and obtains the goods to provide the services required for the customer's home (see Figure 8) . The on-site service provider 10 does not need to carry a lot of goods, it is possible to reduce the time and cost waste due to local purchase. All of the history generated in connection with the provision of such emergency dispatch service is the customer management total information unit 21, that is, the customer information registration unit 22, the customer history information tracking unit 23 and the customer information real-time update built in the main server 20 The unit 24 works together to collect, update, and store.

Third is the connection with the integrated purchasing system. That is, if there is no stock, the real-time inventory management unit 25 notifies the purchase to the integrated purchasing system, that is, supplier / partner management unit 27, the supplier / partner management unit 27 is the terminal 51 of the goods supplier 50 ) To apply for the purchase of necessary items. As a result, the necessary goods supplied from the goods supplier 50 may be received and procured at the service provider 3 days before dispatch of the on-site service provider 10. This enables pre-integrated purchases to enable purchases at a lower price than the market price, to maintain optimal inventory conditions, and to secure price competitiveness for multi-use items (FIG. 9). Reference).

As described above, when the on-site service provider 10 visits the customer, the real-time inventory management unit 25 receives a supply request from the on-site service provider 10 when there is no stock, the integrated purchase system, that is, the supplier / partner management unit 27. Notify the purchase, supplier / partner management unit 27 is to apply for the purchase of the necessary goods to the terminal 51 of the goods supplier 50. As a result, the necessary goods supplied from the goods supplier 50 may be received and procured at the service provider 3 days before dispatch of the on-site service provider 10.

Meanwhile, in the home care service system of the present invention, the on-site service provider 10 is a person who directly visits a customer's home and provides a service, and manages the customer's home by a regular visit or a customer's request. They visit customers' homes and regularly manage pre-registered managed items, or manage unregistered non-managed items upon customer's request, supply the items requested by the customer, periodically replace consumable items, and replace defective parts. We provide all the convenience services related to the home life of the customer, such as replacement of the house, resolution of various emergency situations in the home, consultation on other product inquiries and construction related inquiries. The on-site service provider 10 has a mobile terminal 11 such as a laptop, and the mobile terminal 11 can access each system built in the main server 20 through an internet network.

In addition, the goods supplier 50 is a company that supplies goods required for the service provided by the on-site service provider 10, the terminal 51 of the goods supplier 50 is built on the main server 20 of the service provider When the goods purchase request of the real time inventory management unit 25 is received through the supplier / partner management unit 27, the goods supplier 50 receives the necessary goods to the service provider or provides them to the mobile logistics center 70. do.

In addition, the mobile logistics center 70 is made using a small tower, and loads the goods necessary for the service provided by the field service provider 10 and provides the necessary items to the field service provider 10 while traveling the area. The mobile logistics center 70 includes a terminal 71 connected to the main server 20 through a wireless internet network, and is currently present in the mobile logistics center manager 26 of the main server 20 using the GPS 80. Provides route information, including location. The on-site service provider 10 is connected to the mobile logistics center manager 26 using his mobile terminal 11 to determine the location of the mobile logistics center 70.

Here, the mobile logistics center management unit 26 is built on the main server 20 of the service provider so that the operators of the field service provider 10 and the mobile logistics center 70 can be accessed through their mobile terminals 71. As a web-based system, it is a system that enables the supply and delivery of goods in a short time for the necessary items during the field service at the request of the field service provider 10.

When the field service provider 10 connects to the main server 20 and requests the necessary goods, the mobile logistics center manager 26 is located in the local area network with the field service provider 10 using the satellite GPS 80. Request the mobile logistics center 70 to direct the goods to the access point or to the on-site service provider 10, either directly or by using a separate vehicle 73, to provide quick customer service. It backs up so you can do it.

As such, the logistics movement center performs a role of a moving logistics warehouse capable of immediately delivering necessary goods, and the mobile logistics center 70 around the site is directly provided by the on-site service provider 10 without leaving the warehouse of the service provider. By supplying the necessary goods, it is possible to reduce the logistics cost and oil cost in the high oil price era.

The goods stored in the logistics movement center vehicle are stored for 3 days to prevent the goods from dropping in the right place. Therefore, the logistics movement center serves as a logistics hub for solving the urgent service situation and service activities of the field service provider 10. To do this.

 On the other hand, in the home care service system of the present invention, after the service provider establishes a partnership with the regional service partner company 60 in advance in each region, the local service partner company 60 allows the customer to construct, repair, and clean the home. To provide services such as services. The regional service partner company 60 is selected as a company that can provide a service service (e.g., the house repair, etc.) for each field in the region.

The field service provider 10 selects a company through contact with a local service partner company 60 when a customer requests a service for a non-managed area during service, and solves a problem at the site. With the quotation price of), the construction and service are clearly selected in the field, and the final quotation price and the construction plan are decided.

Hereinafter, it will be described in more detail.

In the operation of the home care service system according to the present invention, by connecting customer inquiries to the call center 30, a specific service during the consultation with the counselor (in addition to the basic checks of the dispatch of the on-site service provider 10, an emergency situation, other product inquiries, etc.) When a request is made for an area that can provide a service directly to a customer, a local service is stored on the main server (database) 20 by an agent through a Live 3G System 28. The list of partner / item supplier representatives is identified so that the customer can be immediately resolved on site according to what they want (see FIGS. 10 and 11).

At this time, the customer receives inquiries and services necessary through an agent connection and then indirectly requests outgoing service of the on-site service provider 10. When an incoming call of a registered customer comes in, the monitor is connected to the customer. Answer the call while simultaneously checking the profile, service history, and customer history.

For the customer's call, the customer information entered in the main server 20 is responded to by referring to the contents recorded on the monitor, and when a specific service (construction, repair, emergency, etc.) of the customer is requested, the agent is near the customer's area. List up the statements of local service partner companies located in, and contact the top and second priority companies in your region for outcall for specific services (construction, repair, emergency, etc.) (1st and 2nd companies are set to 7: 3). The company that receives the outcall makes the first connection with the agent who sent the outcall, and the video call is made with the customer's first-class local service partner who solves the specific service during the interview between the customer and the agent. In this way, the customer, counselor, and the three parties of the company can discuss together in the field.

Counselor organizes and delivers the emergency symptoms of the customer to the company, and the customer relays the image of the current situation (construction, repair, emergency situation) through the video to the company Identify the symptoms of the situation and send the symptoms, solutions and estimates to the customer and the agent (based on pre-calculated pricing).

The counselor acts as an intermediary between the customer and the business, aiming to respond quickly to the situation of the customer as soon as possible. When a decision on the construction plan between the customer and the company is made, the construction date is determined to send the construction plan, the history transmission, and the final quotation price (see FIG. 10).

In addition, when the contents of a specific service are confirmed through a three-way video call system with a customer, an agent, and a company, the agent sends the customer the contents including the service number, the reservation date, and the person in charge by e-mail and SMS. .

Of course, it is possible to provide services to customers through a three-way video call between a customer, an agent, and a local service partner company as above, but through a three-party video consultation between a customer and a field service provider and a local service partner company. Provision can also be made.

In other words, each customer's dedicated on-site service provider makes a video call with the customer to identify the service that the customer needs and then searches for a local service partner company that is affiliated with the area. It is to enable a third party consultation on service provision among service partner companies (see FIG. 11).

As described above, in the present invention, the use of the live 3G relay unit, that is, the use of the video call system, may be performed between a customer, a call center agent of a service provider, a third party of a local service partner company (see FIG. 10), and a customer, a field service provider, Between the three parties of the regional service partner companies (see FIG. 11), each of them may be made using a terminal capable of video calling.

At this time, a relay system for relaying the image data between the three characters can be established in the service provider so that a three-way video call can be realized. Through this relay system, real-time transmission of the image data between the three characters is achieved. It enables customers to understand the situation, find and connect with local service partners, and provide services.

12 shows an example of a service providing process when a service is not available for a managed item, and in this case, the situation is identified, a company search, a construction plan, a history, Providing quotation service, solving the situation through actual construction and providing service can be made.

On the other hand, it is possible to provide a Home Care Consulting service as an example of the home care service system according to the present invention.

Home Care Consulting is a simple repair and solution to the contents and solutions of field service visitors who have repaired the symptoms that occurred at home during the customer visit service (the front door is stiff, the valve is not locked ... etc.) Rather, it is a service that consults with customers to understand the reason for the current symptom, the root cause, solution, and follow-up.

In this service method, after the on-site service provider 10 checks the items for which the customer has requested additional checks as basic and optional items during the customer visit service, the customer is explained according to the three steps of symptoms / causes / actions. To do that. For example, in the service activity for the symptom of 'the front door is stiff', mention why the front door of the customer's home is stiff may be mentioned, and the cause of the current symptom, He mentions the causes such as the aging of the front door and the screw of the front door too tight. Also, as a solution, the concept of consulting can be introduced in customer service activities by informing the customer of a new screw on the door and cleaning and oiling. It can be linked to preliminary action on what is happening in the home according to the root cause and solution of the problem at home and the process leading up to follow-up.

When the service stores these detailed records of the customer's home, the problem, the inspection history and the repair history of the customer's home in the mobile terminal 11 carried by the on-site service provider 10, the stored data is immediately serviced. Recorded on the main server 20 of the provider. Therefore, it is possible to identify problems frequently occurring in the home of the customer through the historical information inquiry of the main server 20 later, and through the after-sales service, the field service provider 10 can be identified through the mobile terminal 11 during the field service activity. Do. The contents (replacement date, repair date, etc.) that were checked together with the inside drawings of the customer apartment on the mobile terminal 11 carried by the on-site service provider 10, or the customer information in the outcall of the call center agent of the service provider. 'S new updates (such as when the door is replaced, when the service is checked, etc.) can be learned through the notification system and applied to customer care.

In addition, it is possible to establish a monitoring system through VOC.

In this system, an agent surveys a customer's evaluation satisfaction by landline telephone, and collects a VOC according to the evaluation satisfaction level to the customer who received the service of the on-site service provider (10) / local service partner company (60). It is a service method and system to enhance customer satisfaction by discovering CTQ.

After receiving the service, the agent sends an outbound call to the customer, connects with the customer, and collects the customer's VOC through a five-point telephone survey such as service satisfaction, kindness of the on-site service provider 10, and reuse. do. The collected data is recorded in the VOC monitoring unit 29 of the main server 20, and the monitoring (customer needs identification and management) system through the customer's VOC is operated to collect the VOC contents for the customer, and the VOC contents. Based on this, when the customer claims, SMS is sent to the customer and SCM affiliated company / responsible field service provider 10 to notify the claim processing.

In addition, the customer's propensity and needs according to the service satisfaction level are moved to the Real Time Update System (RTUS) 24 through this system, and sales activities according to the customer's propensity and marketing activities through VIP customers Can lead to the provision of quality service to existing customers.

The information of the main server 20 in which the VOC monitoring data of the customer is stored at the same time the system is operated can be confirmed by the field service provider 10 by the mobile terminal 11 in real time, and the local service partner company 60 is provided. The system is configured so that customers can check what they want in real time.

In the above, a specific preferred embodiment according to the present invention has been described. However, it is to be understood that the present invention is not limited to the above-described embodiments, and the above-described embodiments merely represent a part of various embodiments to which the principles of the present invention are applied. Those skilled in the art to which the present invention pertains may make various changes without departing from the spirit of the technical idea of the present invention described in the claims below.

1 is a view showing an operation example of a home care service system according to the present invention;

2 is a block diagram showing the configuration of a home care service system according to the present invention;

3 to 12 are views showing an example of a home care service providing process according to the present invention.

 <Explanation of symbols for the main parts of the drawings>

10: field service provider

11: mobile terminal (on-site service provider)

20: main server 21: customer information total information department

22: customer information register 23: customer history information tracking unit

24: customer information real-time update unit

25: real-time inventory management unit 26: mobile logistics center management unit

27: supplier / partner management unit 28: live 3G relay

29: VOC monitoring unit 30: call center

31: charging unit 32: GPS receiver

33: database 34: terminal (call center agent)

40: customer 41: customer terminal

50: goods supplier 51: terminal (consumable goods supplier)

60: local service partner companies

61 terminal (local service partner company)

70: mobile logistics center 71: terminal

72: GPS receiver 80: GPS

Claims (14)

In the home care service system, A database 33 for storing customer information, goods information, and stock status; A main server 20 connected to the database 33 to exchange information; On-site service provider includes a mobile terminal 11 for allowing the main server 20 to exchange various information with the Internet, The main server, A customer information registration unit 22 for receiving information on the customer and family members, information on the managed and non-managed items selected by the customer among household items, through the mobile terminal of the field service provider; A customer history information tracking unit (23) for transmitting updated history information of the registered item on the mobile terminal at the request of the mobile terminal of the field service provider; A customer information real-time updating unit 24 for updating the customer information acquired through the mobile terminal or the call center counselor terminal 34 and storing it in the database; The mobile terminal 11 has an internal drawing of a customer's house provided from the main server, and generates location information on the drawing of the customer's managed and unmanaged items and transmits the generated location information to the customer information registration unit 22. Home care service system, characterized in that. The method according to claim 1, The information about the managed goods and unmanaged goods, home care service system comprising a product name, manufacturer, production date, purchase date, purchase price, installation date, installation location (article location) and life cycle, respectively. The method according to claim 2, The mobile terminal (11), the home care service system further comprises an RFID reader for recognizing identification information of the RFID electronic tag attached to the management article to transmit to the mobile terminal (11). The method of claim 3, The system, the home care service system further comprises a call center counselor terminal (34) which allows a counselor of a call center to exchange various information with the main server (20) via an internet network. The method according to claim 4, The main server 20 provides a real-time inventory management unit 25 that allows the on-site service provider 10 to access the main server to check the stock status in real time, and to place an order for goods to secure the stock if necessary. Home care service system, characterized in that it further comprises. The method according to claim 5, The main server 20 interlocks with the real-time inventory management unit 25 and locates the mobile logistics center 70 through the GPS 80 and then calls the mobile logistics center at a short distance from the on-site service provider 10. The home care service system further comprises a mobile logistics center management unit (26) requesting the supply of goods to be made. The method according to claim 6, The system is connected to the main server 20 through a wireless Internet network and using the GPS (80) to provide the movement logistics information including the current location to the mobile logistics center management unit 26 of the main server moving logistics Home care service system further comprises a center terminal (71). The method according to claim 4, The main server 20 calculates a purchase item for each item supplier 50 and then supplies a request for purchase of necessary goods to the terminal 51 of the item supplier 50. Home care service system further comprises. The method according to claim 4, The main server 20 has a terminal capable of making a video call between a customer, a call center agent of a service provider, a third party of a local service partner, or a third party of a customer, a field service provider, and a local service partner. Home care service system, characterized in that it further comprises a live 3G relay unit (28) for relaying so that the three-way video call can be implemented using. The method according to claim 4, The system, the home care service further comprises an alarm unit for alarm to automatically update the information that must be updated after a predetermined time from the customer information stored in the database (33) system. The method according to claim 10, The alarm unit is configured to inform the customer information real-time update unit 24 of the list and items of the customer, characterized in that the home care service system. The method of claim 11, The information to be updated includes customer information, item information that has been replaced, customer information of the item, and customer information and service item information which should periodically provide basic inspection services. Home care service system. delete delete

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