KR101765759B1 - Method and system for providing After-Sale Service for preventing from chaging excessive cost - Google Patents

Abstract

Disclosed are a method and a system for providing an after-sales service, capable of improving reliability of a consumer as regards an after-sales service of a product. According to an embodiment of the present invention, the method for providing an after-sales service to prevent excessive costs from being charged includes: a step in which a supplier server receives after-sales service coupon publication information from a coupon sale server; a step in which the supplier server receives after-sales service coupon information including identification information from the coupon sale server; a step in which estimated repair information is calculated; a step in which the supplier server provides the estimated repair information to a consumer terminal and pays an estimated repair cost included in the estimated repair information in accordance with a request of the consumer terminal; a step in which the supplier server selects a service engineer who will visit the consumer; a step in which the supplier server provides after-sales service receipt information and the estimated repair information to a service engineer terminal of the service engineer; a step in which the supplier server receives repair completion information on a product from the service engineer terminal and calculates the costs based on the estimated repair information and the repair completion information; and a step in which the supplier server executes an after-sales service satisfaction research on the consumer.

Description

BACKGROUND OF THE INVENTION 1. Field of the Invention [0001] The present invention relates to a method and system for providing after-

A method and system for providing after-sales service to prevent excessive repair billing. And more particularly, to a method and system for providing an after-sales service capable of improving the reliability of a consumer in connection with an after-sales service for an electronic device or a machine.

If a consumer purchases a product, for example, an electronic device or a mechanical device, a repair may be requested to the manufacturer or after-sales service center. For example, consumers can visit after-sales service centers directly to receive after-sales service for failed products, and a service technician at an after-sales service center visits consumers to repair broken products.

However, since most consumers do not have professional knowledge about the product, there is a problem that when the repairman visits the consumer directly to provide the after-sales service, there is no way to confirm whether the bill is correct.

Korean Patent Laid-Open No. 10-2013-0062396 (Title: System and method for providing vouchers on-line, published on June 13, 2013)

Disclosed is a method and system for providing an after-sales service capable of enhancing the reliability of a consumer for an after-sales service of a product by preventing excessive repayment of product repair costs.

In order to solve the above-mentioned problem, in an after-sales service providing method for preventing an excessive repair fee claim according to an embodiment, when a customer of an after-sales service coupon purchases an after-service coupon through a coupon sale server, Receiving after-sales coupon issue information; When the identification information of the after-sales coupon is given by the coupon sales server in response to a registration request of the after-service coupon purchased from the customer of the after-service coupon, the supplier server stores the after-service coupon information including the identification information Receiving from a coupon sales server; When the after-service coupon information and the after-service acceptance information are received from the consumer terminal of the consumer who has purchased the product registered in the product sales server, the supplier server confirms the validity of the received after-service coupon information, Calculating expected repair information based on the after-sales service acceptance information, the expected repair information being that the product is sold by a customer of the after-sales service coupon; Providing the expected repair information to the consumer terminal and paying for an expected repair fee included in the estimated repair information according to a request from the consumer terminal; The supplier server selecting a repairman to visit the consumer; Providing the after-sales service information and the expected repair information to the repairman terminal of the repairman; The supplier server receiving repair completion information for the product from the repairman terminal and performing cost adjustment based on the estimated repair information and the repair completion information; And the supplier server performing an after-service satisfaction surveillance to the customer.

When an after-sales service is provided for a product such as an electronic device or a machine device, it is possible to prevent excessive repairs for the after-sales service, thereby improving the reliability of the after-service customer.

1 is a diagram illustrating a configuration of an after-sales service providing system according to an embodiment of the present invention.
2 is a diagram illustrating a configuration of a supplier server according to an embodiment of the present invention.
3 is a diagram illustrating a configuration of a coupon sales server according to an embodiment of the present invention.
4 is a diagram showing a configuration of a product sales server according to an embodiment of the present invention.
5 is a flowchart illustrating an issuance and registration process of an after-sales service coupon for providing an after-sales service providing method according to an embodiment of the present invention.
6 is a flowchart illustrating an after-sales service providing method according to an embodiment of the present invention.

BRIEF DESCRIPTION OF THE DRAWINGS The advantages and features of the present invention and the manner of achieving them will become apparent with reference to the embodiments described in detail below with reference to the accompanying drawings. The present invention may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the invention to those skilled in the art. To fully disclose the scope of the invention to those skilled in the art, and the invention is only defined by the scope of the claims.

Unless defined otherwise, all terms (including technical and scientific terms) used herein may be used in a sense commonly understood by one of ordinary skill in the art to which this invention belongs. Also, commonly used predefined terms are not ideally or excessively interpreted unless explicitly defined otherwise.

The terminology used herein is for the purpose of illustrating embodiments and is not intended to be limiting of the present invention. In this specification, singular forms include plural forms unless otherwise specified in the opening paragraph. The terms " comprises "and / or" comprising "used in the specification do not exclude the presence or addition of one or more other elements in addition to the stated element.

Hereinafter, embodiments of the present invention will be described with reference to the accompanying drawings. In the drawings, like reference numerals designate like elements.

Hereinafter, a method and system for providing an after-sales service for preventing an excessive repair fee claim according to an embodiment of the present invention will be described.

1 is a diagram illustrating a configuration of an after-sales service providing system according to an embodiment of the present invention.

Referring to FIG. 1, an after-sales service providing system according to an embodiment of the present invention includes a supplier server 400, a coupon sales server 500, a product sales server 600, a repairman terminal 300, , 200).

The supplier server 400 may be a server operated by the supplier, and in some embodiments, the supplier server 400 and the coupon sale server 500 may be operated by the same supplier, but are not limited thereto.

 The supplier means a subject who provides after-sales service for products purchased through the product sales server 600 by the consumer. Here, the subject of the sale of the product and the subject of providing the after-sales service can be separated, and the subject of the sale of the product can request the after-sales service for the product sold to the subject of the after-sales service.

In addition, there may be various electronic devices or mechanical devices including a digital device and a wired / wireless communication device as an after-sale service product. For example, digital devices include personal computers (PCs), prefabricated personal computers, and e-book readers. The wired / wireless communication devices include a cellular phone, a personal communication service phone (PCS phone), a mobile terminal of a synchronous / asynchronous IMT-2000 (International Mobile Telecommunication-2000), a Palm Personal Computer, But are not limited to, a personal digital assistant (PDA), a smart phone, a tablet, and the like. In the following description, for convenience of description, the case where the after-service target product is a prefabricated personal computer will be described as an example.

The supplier server 400 is operated by a provider that provides after-sales service. When a product producer that supplies products to a product seller or a product seller purchases an after-sales service coupon through the coupon sales server 500, And stores and manages the after-service coupon issuance information received from the issuer 500.

In addition, when the product producer supplying the product to the product seller or the product seller registers the after-sales service coupon purchase information in the coupon sales server 500, the supplier server 400 transmits the after-sales service coupon Store and manage information. The after service coupon information includes unique identification information for the after service coupon. Here, the unique identification information for the after-sales service coupon may be a kind of management number for the after-service coupon.

In addition, the manufacturer of the product supplying the product to the seller of the product or the product seller may, for example, register the after-sales service coupon information stored in the terminal of the consumer of the after-service coupon (not shown) can do.

For example, a product producer supplying a product to a product seller or product seller registers the after-sales service coupon information with respect to the product to be registered and registered in the product sales server 600. At this time, besides the unique identification information, the after-service coupon information may include information on the after-service reception web page address information and information on the application for after-service reception.

The registered after-sales service coupon information and the corresponding product information are posted on the product sales web page linked to the product sales server 600. When the consumer purchases a product published on the product sales web page, the supplier server 400 can receive the purchase history from the product sales server 600, and can store and manage the received purchase history. The supplier server 400 provides an after-sale service for the products sold to the consumer. Specifically, the customer accesses the after-sales service acceptance web page linked to the supplier server 400 or accesses the supplier server 400 through the application for after-service acceptance, and inputs after-service coupon information and after-service acceptance information , The supplier server 400 determines whether the after-service coupon information identical to the after-service coupon information inputted by the consumer is present in the after-service coupon information stored in advance.

As a result of the determination, if the after-service coupon information identical to the after-service coupon information entered by the consumer exists, the supplier server 400 determines that the after-service coupon information entered by the consumer is valid. Then, estimated repair information is calculated based on the after-service acceptance information inputted by the consumer. More specifically, the customer can input one or more keywords according to the failure phenomenon as the after-service reception information. In this case, the supplier server 400 calculates estimated repair information for each failure phenomenon on the basis of the keyword inputted by the consumer do. Expected repair information may include estimated repair costs and expected repair costs. The calculated estimated repair information is provided to the consumer terminals 100 and 200.

However, in some embodiments, the supplier server 400 may provide the guide information so that the consumer can self-diagnose the failed product before calculating the estimated repair information based on the after-service acceptance information input by the consumer And may provide guidance information so that self-monitoring can be performed according to the diagnosis result. If there is no improvement in the state of the product even though the consumer has performed the self-action, the supplier server 400 may calculate the estimated repair information based on the after-service acceptance information input by the consumer.

Thereafter, when the product is repaired according to the consumer's choice, the supplier server 400 selects a repair shop and / or a repairmanager that is managed by the supplier server 400, and transmits the after- And estimated repair information. In some embodiments, a consumer may use the consumer terminal 100, 200 to select a reporter.

The repairman visits the consumer to check the product's failure status, then compares the failure status of the product with the expected repair information, and provides the comparison result to the consumer. Thereafter, the repairman proceeds to repair the product according to the request of the customer, and provides repair completion information to the supplier server 400 using the repairman terminal 300. A detailed description of the configuration of the supplier server 400 will be given later with reference to FIG.

The coupon sales server 500 provides the after-sales service coupon information to the consumer's terminal (not shown) of the after-sales coupon and sells the after-service coupon. Specifically, the after-sales service coupons being sold can be posted on the coupon sale web page linked to the coupon sale server 500, and the supplier can select the after-service coupons You can choose an after-sales service coupon. For example, the after-service reward period may be different for each after-service coupon, and the price of the after-service coupon may be increased in proportion to the after-service reward period, and the supplier can purchase the after-sales service coupon after confirming the contents.

When the payment information related to the after-sales service coupon is received from the consumer's terminal (not shown) of the after-sales service coupon, the coupon sale server 500 transmits the after-service coupon issue information to the supplier server 400 and the after- To the consumer's terminal (not shown) of the coupon.

Thereafter, when there is a registration request for the after-sales service coupon purchased from the consumer's terminal (not shown) of the after-sales service coupon, the coupon sale server 500 transmits identification information unique to the after-service coupon purchased by the supplier server 400 . And transmits the after service coupon information including the identification information to the customer's terminal (not shown) and the supplier server 400 of the after-sales service coupon. A detailed description of the configuration of the coupon sales server 500 will be given later with reference to FIG.

The product selling server 600 posts the product information and the after-sales service coupon information registered by the product producer that supplies the product to the product seller or product seller on the product sales web page linked to the product sales server 600. [ Product information posted on the product sales web page may be provided to the consumer terminals 100 and 200.

Thereafter, when the payment information for purchasing a predetermined product from the consumer terminals 100 and 200 is received, the product sales server 600 performs a payment process so that the product can be delivered to the consumer. At this time, the product selling server 600 receives the product purchased by the consumer and the after-sales service coupon information of the product (for example, the identification information of the after-service coupon, the after-service acceptance web page address information, ) Can be shipped together. For example, the product selling server 600 can attach a sticker printed with after-sales coupon information to the product and deliver it to the consumer. As another example, a barcode containing the after-sales coupon information can be attached to the product and delivered to the consumer. At this time, the barcode may be a two-dimensional barcode or a three-dimensional barcode. An example of a three-dimensional bar code is a QR code. In some embodiments, the product sales server 600 may send the after service coupon information to the consumer terminal 100,200.

In addition, the product selling server 600 transmits the purchase information to the supplier server 400 so that the supplier server 400 can provide the after-sales service for products sold to the consumer. A detailed description of the configuration of the product selling server 600 will be given later with reference to FIG.

The consumer terminals 100 and 200 are communication devices used by consumers. The consumer can access the product sales web page linked to the product sales server 600 using the consumer terminals 100 and 200 and can select and purchase a desired product from among the product information posted on the product sales web page . In some embodiments, the functions of the above-described consumer terminals 100 and 200 may be performed through an application.

In addition, when a failure occurs in the purchased product, the consumer can access the supplier server 400 through the application or the web using the consumer terminals 100 and 200. For example, if the sticker printed with the after-service coupon information is attached to the product, the consumer confirms the after-service acceptance web page address printed on the sticker or the after-service acceptance application, 200 to the after-sales service reception web page, or to install the after-service service application in the consumer terminals 100, 200. [ As another example, when a barcode including the after-sales coupon information is attached to the product, the consumer can scan the barcode using the consumer terminal 100 or 200. [ In this case, the barcode is recognized in the consumer terminals 100 and 200, and can be automatically connected to the after-service reception web page included in the bar code.

Thereafter, the customer can input the after-sales coupon information and the after-service acceptance information into the after-service acceptance web page or the application for after-service acceptance. Here, the after-service coupon information that the consumer inputs for the after-sales service acceptance may be the identification information of the after-sales service coupon. The after-sales service acceptance information entered by the consumer into the after-sales service acceptance web page includes consumer information, product information, product specification information (manufacturer, OS version, hard disk drive, memory), failure phenomenon Or a keyword for a failure symptom), a repair service type, or a combination thereof. Examples of repair service types include product collection methods and visits to repair workers. In the following description, the case where the repair service type is a repairman visiting method will be described as an example.

The repairman terminal 300 is a communication device used by a repair engineer. The repairman terminal 300 receives the after-sales service acceptance information and estimated repair information for a predetermined product from the supplier server 400. [ Examples of expected repair information include estimated repair costs and estimated repair costs. The expected repair history may include information on the components to be repaired among the components of the product. Examples of the component information include the manufacturer of the component, the date of manufacture, the name of the product, and the like. However, the information about the components is not necessarily limited to those illustrated.

When the information received from the supplier server 400 is displayed through the repairman terminal 300, the repairman compares the failure state of the product with the estimated repair information, and then notifies the consumer of the comparison result. For example, if more components need to be repaired or replaced than anticipated repair details, the customer is advised of the additional repair costs. The repair worker carries out product repair according to the consumer's choice. When the repair of the product is completed, the repairman transmits the repair completion information to the supplier server 400 using the repairman terminal 300. As a result, the repair cost settlement operation is performed in the supplier server 400.

2 is a diagram illustrating a configuration of a supplier server 400 according to an embodiment of the present invention.

2, the supplier server 400 includes a communication unit 410, a storage unit 420, a determination unit 430, a calculation unit 440, a payment processing unit 450, a selection unit 460, (470).

The communication unit 410 communicates with at least one of the coupon sales server 500, the product dispensing server 600, the consumer terminals 100 and 200, and the repairman terminal 300. To this end, the communication unit 410 may support a wired communication method and / or a wireless communication method.

The storage unit 420 stores various data. More specifically, the storage unit 420 stores data (for example, product information of a supplier, payment information necessary for purchasing an after-sales service coupon) necessary for the supplier server 400 to operate, data (For example, purchase information of the consumer) received from the product selling server 600, data (e.g., purchase information of the customer) received from the consumer terminals 100 and 200 (For example, after-sales coupon information, after-service acceptance information) and data (for example, repair completion information) received from the mathematical model terminal 300 are stored.

Meanwhile, the storage unit 420 may further store the guide information so that the self-diagnosis may be performed by the consumer himself or herself, based on the guide information or the diagnosis result.

The determination unit 430 determines the validity of the after-sales service coupon information received from the consumer terminals 100 and 200. The determining unit 430 determines that the after-service coupon information matches the after-service coupon information received from the consumer terminals 100 and 200 in the storage unit 420, 100, and 200 are valid. If the after-service coupon information matching the after-service coupon information received from the consumer terminals 100 and 200 does not exist in the storage unit 420, the determination unit 430 determines whether the after- It is determined that the after-service coupon information is not valid, and this fact is notified to the consumer terminals 100 and 200.

According to another embodiment, the determination unit 430 may determine not only the validity of the after-sales coupon information received from the consumer terminals 100 and 200 but also the validity of the consumer terminals 100 and 200. That is, it can be determined whether the consumer who purchased the product is the same as the consumer who requests the after-sales service for the product. If the information of the consumer terminals 100 and 200 requesting after-sales service is retrieved from the stored purchase information, the determination unit 430 determines that the consumer terminals 100 and 200 requesting the after-sales service are valid. If the information of the consumer terminal 100 or 200 requesting after-sales service is not found among the stored purchase information, the determination unit 430 determines that the consumer terminal 100 or 200 requesting the after-service is not valid.

When the after-service coupon information received from the consumer terminals 100 and 200 is judged to be valid, the calculating unit 440 calculates the estimated repair information based on the after-service acceptance information. As another example, if all of the after-service coupon information consumer terminals 100 and 200 received from the consumer terminals 100 and 200 are determined to be valid, the calculating unit 440 calculates estimated repair information based on the after- do. Expected repair information may include estimated repair costs and expected repair costs. The calculated estimated repair information is provided to the consumer terminals 100 and 200.

When payment information related to the estimated repair information is received from the consumer terminals 100 and 200, the payment processing unit 450 performs settlement processing based on the received payment information. The settlement processing result is provided to the selection unit 460 to be described later.

The selecting unit 460 selects a repair shop and / or a repairman based on the after-sales service acceptance information received from the consumer terminals 100 and 200. [ For example, the selector 460 selects a repair shop and / or a repairman located close to the customer's location. Specifically, the selecting unit 460 can receive location information of the consumer terminals 100 and 200, and can select a repairman close to the location of the consumer terminals 100 and 200.

In some embodiments, in addition to the location information, the selector 460 may select the repairman taking into account the mechanics of the repairman. For example, the selecting unit 460 may preferentially select a repairman who can visit the consumer within a predetermined time (e.g., one hour).

Also, in some embodiments, the supplier server 400 provides the location information of the repairman and the schedule of the repairman (e.g., the time available for visit) to the consumer terminals 100 and 200, (100, 200).

In the following description, the case where the selecting unit 460 selects a repairman will be described as an example. When the repairman is selected, the repairer terminal 300 is provided with after-sales service information and estimated repair information. The repairer can then visit the consumer by checking the consumer information contained in the after-sales service receipt information.

The expense settlement unit 470 receives the repair completion information from the repairman terminal 300 and calculates the additional repair cost based on the received repair completion information. For example, settlement of travel charges, royalties, and parts prices. The result of the settlement can be transmitted to the consumer terminals 100 and 200.

The satisfaction survey section (480) examines the satisfaction degree of the after-sales service of the repairman. Specifically, the satisfaction survey unit 480 can examine the satisfaction with the questionnaire survey method. According to one embodiment, the satisfaction survey unit 480 may conduct a survey using an automated response system. According to another embodiment, the satisfaction survey unit 480 transmits a message including the URL of the questionnaire web page to the consumer terminals 100 and 200 so that the consumer can input the answer to the questionnaire item listed on the questionnaire web page .

3 is a diagram showing a configuration of a coupon sale server 500 according to an embodiment of the present invention.

Referring to FIG. 3, the coupon sales server 500 includes a communication unit 510, a payment processing unit 520, and a management unit 530.

The communication unit 510 can communicate with the supplier server 400 through the wired / wireless network 700. To this end, the communication unit 510 may support a wired communication method and / or a wireless communication method.

When the payment information necessary for purchasing the after-sales service coupon is received from the consumer's terminal (not shown) of the after-sales service coupon, the payment processing unit 520 performs the settlement processing based on the received payment information. The settlement processing result may be transmitted to the consumer's terminal (not shown) of the after-sales service coupon.

The management unit 530 stores and manages identification information (for example, a sequence number) assigned to each after-sales service coupon posted on the coupon sale web page.

In addition, when receiving the after-sales service coupon purchase information from the supplier server 400, the management unit 530 confirms whether the received after-service coupon purchase information is the after-sales service coupon that has been sold, . And transmits the after service coupon information including the identification information to the supplier server 400 and the customer terminal (not shown) of the after service coupon.

FIG. 4 is a diagram illustrating the configuration of a product sales server 600 according to an embodiment of the present invention.

4, the product sales server 600 includes a communication unit 610, a product information database 620, a consumer information database 630, and a payment processing unit 640.

The communication unit 610 can communicate with the supplier server 400 and the consumer terminals 100 and 200, respectively. To this end, the communication unit 610 may support a wired communication method and / or a wireless communication method.

The product information database 620 stores and manages product information received from a product supplier. The stored product information is posted on a product sales web page linked to the product sales server 600. The product information may include device information of the product, component information included in the product, or a combination thereof. The component information includes, but is not limited to, the component manufacturer, the component manufacture date, and the component name.

The consumer information database 630 stores and manages consumer information of the consumers who are members of the product sales web page. Examples of consumer information include name, age, address, and contact information. In addition, the consumer information database 630 stores and manages purchase information of each consumer.

The settlement processing unit 640, upon receiving the settlement information related to the purchase of the product from the consumer terminals 100 and 200, performs settlement processing based on the received settlement information. When the payment processing is completed, purchase information for the consumer is generated. The generated purchase information is stored in the consumer information database 630, and then transmitted to the supplier server 400. Hereinafter, a method of providing an after-sales service using an after-sales service providing system according to an embodiment of the present invention will be described. Referring to FIG. 5, there is shown a flowchart illustrating an issuance and registration process of an after-sales service coupon for providing an after-sales service providing method according to an embodiment of the present invention. Referring to FIG. 6, A flowchart showing an after-sales service providing method according to the present invention is disclosed.

5, description will be made of an issuance and registration process of an after-sales service coupon for providing an after-sales service providing method according to an embodiment of the present invention.

First, the coupon sales server 500 provides the after-sales service coupon information to the customer of the after-service coupon (S700). For example, the coupon sale server 500 can provide the after-sales coupon information to the customer of the after-sales coupon by posting the after-sale coupon information on the coupon sale web page. Here, the consumer of the after-sales service coupon may be a product seller who intends to sell the product to the consumer through the product sales server 600, or a product producer that supplies the product to the product seller which is the main body of the product sales server 600.

In this way, if it is difficult for the producer of the product supplying the product to the seller of the product or the product seller to directly provide the after-sales service for the product, the producer of the product supplying the product to the seller of the product or the seller of the product purchases the after- By providing an after-sales service coupon to the consumer, the customer can use the after-service coupon to provide the after-sales service to the service engineer.

Thereafter, the coupon sales server 500 receives the after-service coupon selection and payment request from the consumer's terminal (not shown) of the after-sales coupon, and the terminal of the consumer of the after-service coupon (not shown) And transmits the payment information to coupon sales server 500 (S705). Accordingly, the coupon sale server 500 can receive the payment information from the consumer's terminal (not shown) of the after-sales service coupon.

Subsequently, the coupon sale server 500 performs settlement processing based on the settlement information received from the customer's terminal (not shown) of the after-sales service coupon (S710).

Thereafter, the coupon sales server 500 transmits the after-sales coupon issue information to the supplier server 400 and the end user's terminal (not shown) of the after-sales coupon (S715). The after-sales service coupon issue information may include an issue date of the after-sales coupon, a kind of the after-sales coupon, a number of the after-service coupons issued, or a combination thereof. However, the after-service coupon issue information is not necessarily limited to those illustrated.

The supplier server 400 stores the after-service coupon issuance information received from the coupon sales server 500 in the storage unit 420. [

Thereafter, when there is a request for registration of the after-sales service coupon purchased from the consumer's terminal (not shown) of the after-sales service coupon, the coupon sales server 500 confirms whether the after-service coupon received the registration request is the after-sales service coupon sold .

If it is determined that the after-sales service coupon is included in the after-service coupon purchase information, the coupon sale server 500 gives identification information unique to the after-service coupon (S725).

Thereafter, the coupon sales server 500 transmits the after-sales coupon information including the identification information to the customer's terminal (not shown) and the supplier server 400 of the after-sales coupon (S730). The supplier server 400 stores the after-service coupon information received from the coupon sale server 500 in the storage unit 420. [

After that, the customer's terminal (not shown) of the after-sales service coupon can provide the after-sales service coupon information to the product sale server 600, and the after-sales coupon information is registered in the product sale server 600 (S735) .

At this time, the after-sales coupon information registered in the product selling server 600 may include the after-service coupon identification information and / or the A / S acceptance web page address information. That is, a product producer supplying products to the product seller or product seller registers the after-sales service coupon information in the product sales server 600, so that the consumer who intends to purchase the product can check the after-sales service information for the product, The user can obtain the after-sales service coupon information.

The product selling server 600 posts the product information registered by the product producer supplying the product to the product seller or the product seller and the after service coupon information registered by the product selling server 600 in the product sales web page interlocked with the product selling server 600 . The product information posted on the product sales web page may be provided to the consumer terminals 100 and 200 (S740).

Thereafter, when a product selection and settlement request is received from the consumer, the consumer terminals 100 and 200 transmit the payment information necessary for purchasing the product to the product sales server 600 (S745). The payment information may be stored in the consumer terminals 100 and 200 or may be input from a consumer.

The product selling server 600 performs settlement processing based on the settlement information received from the consumer terminals 100 and 200 (S750).

Thereafter, the product including the after service coupon information is delivered to the consumer, and the product selling server 600 transmits the purchase information of the consumer to the supplier server 400 (S755). Since the after-sales service coupon information can be included in the purchase information of the consumer, the supplier server 400 can acquire the information on the sold product and the information that the after-sales service should be provided for the product, It may be possible to provide smooth after-sales service to consumers in the future.

For example, when the product is delivered, the product selling server 600 attaches a sticker printed with after-service coupon information (for example, the identification information of the after-service coupon and / or the after-service service acceptance web page address information) You can ship to the consumer. In some embodiments, the product selling server 600 may attach a barcode containing the after-sales coupon information to the product and deliver it to the consumer, or may transmit the after-service coupon information to the consumer terminals 100 and 200. [

Hereinafter, a method of providing an after-sales service according to an embodiment of the present invention will be described.

6 is a flowchart illustrating an after-sales service providing method according to an embodiment of the present invention. When a failure occurs in the purchased product, the consumer can access the supplier server 400 through the application or the web using the consumer terminals 100 and 200. For example, if the sticker printed with the after-service coupon information is attached to the product, the consumer confirms the after-service acceptance web page address printed on the sticker or the after-service acceptance application, 200 to the after-sales service reception web page, or to install the after-service service application in the consumer terminals 100, 200. [ As another example, when a barcode including the after-sales coupon information is attached to the product, the consumer can scan the barcode using the consumer terminal 100 or 200. [ In this case, the barcode is recognized in the consumer terminals 100 and 200, and can be automatically connected to the after-service reception web page included in the bar code.

After that, the consumer terminals 100 and 200 transmit the after service coupon information and the after service acceptance information to the supplier server 400 (S765). The after-service coupon information and the after-service acceptance information may all be input from the consumer, and in some embodiments, the after-service coupon information may be automatically recognized from the barcode attached to the product.

Since the after-service coupon information includes the identification information, the supplier server 400 can determine whether the after-service coupon is valid and the range of the after-service by utilizing the identification information.

The after-sales service acceptance information includes consumer information, device information of the product, specification information of the product (manufacturer, OS version, hard disk drive, memory), a failure phenomenon (for example, a keyword for a failure phenomenon or a trouble symptom) Repair service type, or a combination thereof. Examples of repair service types include product collection methods and visits to repair workers.

The supplier server 400 determines the validity of the after-sales coupon information received from the consumer terminals 100 and 200 (S770). Specifically, if there is the after-service coupon information identical to the received after-service coupon information among the previously stored after-service coupon information, it is determined that the received after-service coupon information is valid. As another example, the supplier server 400 may determine both the validity of the A / S after-sales service coupon information received from the consumer terminal 200 (100, 200) and the validity of the consumer terminal 200 (100, 200) . In the following description, the case where the validity of the A / S after-sales service coupon information received from the consumer terminal 200 (100, 200) is determined will be described as an example.

When it is determined that the after-service coupon information received from the consumer terminals 100 and 200 is valid, the supplier server 400 calculates estimated repair information based on the after-service acceptance information received from the consumer terminals 100 and 200 (S775), and provides the calculated estimated repair information to the consumer terminals 100 and 200 (S780).

Expected repair information may include estimated repair costs and expected repair costs. The expected repair history may include device information of the component to be repaired, device information of the component to be replaced, or a combination thereof. The device information of the component may be, for example, a manufacturer, a manufacturing date, a product name, etc., but is not necessarily limited to those illustrated. If a repairer visits a consumer to repair a product and then replaces the defective component with a different component from the original component, the consumer Or to overcharge the repair costs.

The consumer terminals 100 and 200 output estimated repair information received from the supplier server 400 to the consumer. Then, the consumer terminals 100 and 200 transmit the payment information for paying for the expected repair cost to the supplier server 400 (S785). At this time, the payment information may be the one entered by the consumer or the one stored in the consumer terminals 100 and 200.

On the other hand, in some embodiments, the supplier server 400 may calculate the estimated repair information based on the after-service acceptance information input by the consumer (S775), before the self-diagnosis of the self- And may provide guidance information so that self-measures can be performed according to the diagnosis result. If there is no improvement in the state of the product even though the consumer has performed the self-action, the supplier server 400 may calculate the estimated repair information based on the after-service acceptance information input by the consumer (S775).

Then, the supplier server 400 performs settlement processing based on the settlement information received from the consumer terminals 100 and 200 (S790).

Thereafter, the supplier server 400 selects a repair article based on the after-sales service acceptance information (S795). For example, the supplier server 400 may select the repairman near the address of the consumer. Specifically, the supplier server 400 receives the location information of the consumer terminals 100 and 200, You can choose a repairer close to you.

In some embodiments, the supplier server 400 may select the repairman in addition to the location information, taking into account the mechanic's schedule. For example, the supplier server 400 can preferentially select a repair article that can be visited by a customer within a predetermined time (e.g., one hour).

Also, in some embodiments, a consumer may use a consumer terminal 100, 200 to select a reporter. Specifically, the supplier server 400 provides the position information of the repairman and the schedule of the repairman (for example, the time information that can be visited) to the consumer terminals 100 and 200, 200 may select a repair article to be selectively input.

Then, after-sales service information and estimated repair information are provided to the repairman terminal 300 of the selected repairman (S800).

The repairman terminal 300 outputs the after-service acceptance information and the estimated repair information received from the supplier server 400. [ The repairman who has confirmed the after-sales service reception information visits the consumer, and then compares the failure state of the product with the estimated repair information (S805). The operator can notify the comparison result to the consumer or send it to the consumer terminal 100, 200. For example, when there is a difference from the repair cost paid by the customer in advance, the repairman notifies the customer or transmits it to the consumer terminal 100, 200.

When the consumer who confirmed the comparison result requests the repair progress, the repairman proceeds to repair the failed product (S810). In other words, the technician repairs or replaces the components of the product and installs the necessary applications for the product. Thereafter, when the repair completion information is inputted by the repairman, the repairman terminal 300 transmits the repair completion information to the supplier server 400 (S815).

The supplier server 400 performs cost settlement based on the repair completion information received from the repairman terminal 300 (S820). If the repair cost calculated based on the repair completion information is smaller than the repair cost previously paid, the difference amount is returned to the customer. If the repair cost calculated based on the repair completion information is larger than the repair cost already paid, the difference amount is charged to the consumer. The cost settlement result may be provided to the consumer terminals 100 and 200.

Thereafter, the supplier server 400 performs an after-service satisfaction survey (S825). For example, the supplier server 400 may transmit a message including the URL of the questionnaire web page to the consumer terminal 100, 200. In this case, when the consumer clicks the URL of the message displayed on the consumer terminals 100 and 200, the questionnaire web page is displayed on the consumer terminals 100 and 200, and the consumer checks an answer to each question item, Service Satisfaction Survey. As another example, an after-service satisfaction survey may be conducted through an automated response system. As another example, an agent may call the consumer terminal 100, 200 and collect answers directly from the consumer for each question item. The items of the questionnaire include satisfaction with the repair result, satisfaction with the repair cost, and kindness satisfaction, but the present invention is not limited thereto.

The embodiments of the present invention have been described above. In addition to the embodiments described above, embodiments of the present invention may be embodied in a medium, such as a computer-readable medium, including computer readable code / instructions for controlling at least one processing element of the above described embodiments have. The medium may correspond to media / media enabling storage of the computer readable code.

The computer readable code may be recorded on a medium, such as, for example, a magnetic storage medium (e.g., ROM, floppy disk, hard disk, etc.) and an optical recording medium , Blu-Ray, DVD). Since the media may be a distributed network, the computer readable code may be stored / transmitted and executed in a distributed manner. Still further, by way of example only, processing elements may include a processor or a computer processor, and the processing elements may be distributed and / or contained within a single device.

While the present invention has been described in connection with what is presently considered to be practical exemplary embodiments thereof, it is to be understood that the invention is not limited to the disclosed embodiments, but, on the contrary, It will be understood that the invention may be practiced. It is therefore to be understood that the above-described embodiments are illustrative in all aspects and not restrictive.

100, 200: Consumer terminal
300: repairman terminal
400: provider server
500: coupon sales server
600: Product sales server

Claims (10)

When the customer of the after-service coupon purchases the after-service coupon through the coupon sale server, the supplier server receives the after-service coupon issuing information from the coupon sale server;
When the identification information of the after-sales coupon is given by the coupon sales server in response to a registration request of the after-service coupon purchased from the customer of the after-service coupon, the supplier server stores the after-service coupon information including the identification information Receiving from a coupon sales server;
Receiving the after-sales service coupon information and the after-sales service acceptance information from the consumer terminal of the consumer who has purchased the product registered in the product sales server by the supplier server;
Providing guide information so that the supplier server can self-diagnose the failed product by itself;
Confirming the validity of the received after-service coupon information and the validity of the consumer terminal, and confirming the validity of the consumer terminal includes checking whether the consumer who purchased the product and the consumer who requested the after- If it is the same, confirms that the consumer terminal is valid;
Calculating estimated repair information based on the received after-sales service acceptance information, the expected repair information being that the product is sold by a customer of the after-sales service coupon;
A first cost settlement step in which the supplier server provides the estimated repair information to the consumer terminal and the expected repair cost included in the estimated repair information is paid according to a request from the consumer terminal;
Providing the supplier server with location information of the repairman and schedule of the repairman to the consumer terminal;
Selecting a repairman who is selected by the supplier server as a repairman who can visit the consumer;
Providing the after-sales service information and the expected repair information to the repairman terminal of the repairman;
The supplier server receives repair completion information on the product from the repairman terminal, compares the estimated repair cost with the repair cost calculated based on the estimated repair information and the repair completion information, and returns the difference amount to the consumer A second cost settlement step of performing cost settlement for claiming;
Providing a result of the second cost settlement step to the consumer terminal; And
Wherein the supplier server performs an after-sales service satisfaction survey on the customer, and the after-service satisfaction survey includes an after-service satisfaction satisfaction survey. Service delivery method. The method according to claim 1,
Wherein a sticker printed with the after-sales service coupon information or a bar code containing the after-service coupon information is attached to the product. 3. The method of claim 2,
Wherein the after-sales service coupon information is further recorded after the after-service service acceptance web page address information associated with the supplier server. The method according to claim 1,
The after-sales service acceptance information
The customer information, the device information of the product, the specification information of the product, the failure phenomenon of the product, and the repair service format desired by the customer. delete The method according to claim 1,
Further comprising the step of the repairing terminal providing a result of comparing the failure state of the product with the expected repair information to the consumer terminal. The method according to claim 1,
The step of performing the after-sales service satisfaction survey
Transmitting a message including an address of a questionnaire web page to the consumer terminal; And
And receiving a response to the questionnaire item of the questionnaire web page from the consumer terminal. The method according to claim 1,
The step of performing the after-sales service satisfaction survey
And collecting answers for each question item from the consumer terminal through an automated response system or an agent. The method according to claim 1,
The expected repair information includes at least one of an estimated repair cost and an expected repair cost,
Wherein the estimated repair history includes at least one of a manufacturer, a manufacture date and a product name of components to be repaired among the components of the product. 10. An application for a terminal apparatus stored in a recording medium for executing an after-sales service providing method according to any one of claims 1 to 4 and 6 to 9, in combination with a hardware terminal apparatus.

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