KR102434732B1 - Management system for maintenance service of product - Google Patents

Abstract

In the product maintenance management system that is connected through a network with at least one user terminal and a plurality of technician terminals according to the present invention, and manages information on after-sales service application and processing of products, after-sales service application information of the product and , after-sales service processing details, and a database unit for storing payment information; When an after-sales service application request including a barcode or QR code image of the product is received from the user terminal, model information including the model number of the product, and region information where the product is delivered and installed are extracted from the barcode or QR code image, Receive repairable product information and location information from a technician terminal in which the working status signal is activated among technician terminals of and a server for transmitting an after-sales service processing request to the selected technician terminal, receiving after-sales service processing details from the technician terminal, and storing the after-sales service processing details in the database unit.

Description

Product maintenance management system

The present invention relates to a product maintenance management platform for managing a product after-sales service application and processing process by linking a mobile device and a website server.

In the event of a breakdown or defect in products such as home appliances or mechanical equipment, the customer calls the service center or applies for after-sales service through the service center's website.

When calling the service center, the customer must provide basic information such as the product type and model number, the customer's name, address, and contact information. It is inconvenient to have to wait time.

On the other hand, if you apply for after-sales service through the website, you can easily apply for service by entering the product type, model number, address, and contact information of the customer.

However, in this case, the customer may feel troublesome in finding the location where the model number of the product is displayed. In addition, it is difficult to obtain information on when a technician visits, a service cost, and a level of service satisfaction for a technician through the website.

On the other hand, sellers and manufacturers of products want to obtain information about the processing details of after-sales services such as products, quantity, and payment amount for which customers have received after-sales service in order to use them for product marketing or to improve product quality.

Therefore, there is a need for a platform that can manage information on after-sales service application and processing so that customers, technicians, sellers, and manufacturers can share the entire process related to product after-sales service application and processing.
(Prior art literature)
Korean Patent Publication KR 10-1602855 (2016.03.07.)

Accordingly, it is an object of the present invention to provide a product maintenance management system that can simplify the process of applying for after-sales service of a product and inquire about the processing details of the after-sales service.

Another object of the present invention is to provide a product maintenance management system that provides information about a technician's location, service rating, and service cost so that a customer can select a technician when applying for after-sales service.

In addition, another object of the present invention is to provide a product maintenance management system for effectively managing the maintenance process of products produced by small and medium-sized enterprises and home craftsmen as well as famous manufacturers.

The above object is, according to the present invention, in a product maintenance management system that is connected to at least one user terminal and a plurality of technician terminals through a network, and manages information on after-sales service application and processing of the product, a database unit for storing after-sales service application information, after-sales service processing details, and payment information; When a request for after-sales service including the barcode or QR code image of the product is received from the user terminal, model information including the model number of the product, and region information where the product is delivered and installed are extracted from the barcode or QR code image, and a plurality of Receive repairable product information and location information from a technician terminal in which the working state signal is activated among the technician terminals, select a technician terminal corresponding to model information and local information based on the received repairable product information and location information, and select It can be achieved by a product maintenance management system including a server that transmits an after-sales service processing request to the technician terminal, receives the after-sales service processing details from the technician terminal, and stores the server in the database unit.

The server includes: a member authentication unit for performing member authentication when the user terminal and the technician terminal are connected; a product information extraction unit for extracting model information and region information of the product from the received barcode or QR code image of the product; a technician search unit for searching for a technician terminal corresponding to the model information and region information extracted by the product information extraction unit; It may include a controller for transmitting the after-sales service processing request to the searched technician terminal based on the after-sales service request request, receiving the after-sales service processing details and payment information from the technician terminal, and storing the received after-sales service processing details and payment information in the database unit.

The control unit may obtain location information from the plurality of technician terminals and transmit it to the user terminal, and transmit the after-sales service processing request to the technician terminal selected based on the location information from the user terminal.

The control unit may acquire location information from the plurality of technician terminals, and transmit the after-sales service processing request to the technician terminals in which a distance difference between the area information of the extracted product and the location information is equal to or less than a preset value.

The controller may obtain location information from the technician terminal, and provide the arrival time of the technician terminal to the user terminal based on a distance difference between the area information of the extracted product and the location information.

The controller may store, in the database unit, information on a service rating and service cost of a technician corresponding to the technician terminal based on the received after-sales service processing details.

The control unit provides information on service ratings and service costs of a plurality of technician terminals stored in the database unit to the user terminal, and transmits the after-sales service processing request from the user terminal to a technician terminal selected based on the information can

The user terminal may include: a communication unit communicating with the server; a camera unit; a display unit for displaying information; a user input unit for receiving a user input; The after-sales service application request including the barcode or QR code image of the product photographed by the camera unit is transmitted to the server, and the after-sales service processing details stored in the database unit in response to the after-sales service application request are transmitted from the server. It may include a processor for receiving and controlling the display unit to display.

The technician terminal may change the information on the service cost of the technician and transmit it to the server.

It is connected to the manufacturer terminal through a network, and the server may transmit the after-sales service processing details stored in the database unit to the manufacturer terminal at a predetermined period.

The technician terminal may register repairable product information in a personal cloud server.

The control unit receives the image of the product from the user terminal and provides it to the technician terminal, and after-sales service processing including virtual after-sales service information added to the image of the product by using VR or AR technology from the technician terminal history can be received.

The virtual after-sales service information may include information about a repair location of the product, a repair method, replacement of parts, change of location of parts, and plug-in guidance.

The control unit pre-stores process information including inspection and A/S procedures for each product in the database unit, and transmits the after-sales service request to the technician terminal using VR or AR technology can be provided to the descriptor terminal using

The server, upon receiving the image of the product on which the after-sales service has been completed from the technician terminal, analyzes the image of the product and generates an A/S report including the repair location of the product, repair details, etc., and the generated An A/S report may be transmitted to the manufacturer's terminal.

The control unit collects SNS data corresponding to each of the plurality of technician terminals, generates verification information including a region, a school, and a career, etc. from the collected data, and based on the verification information, You can go through the registration process.

The control unit provides a technician evaluation result by using the schedule information collected from the technician terminal, the A/S processing status, the service rating stored in the database unit, and information about the service cost, and is based on the technician evaluation result. Based on this, feedback information may be provided to the technician terminal.

In addition, according to the present invention, in a product maintenance management method that is connected to at least one user terminal and a plurality of technician terminals through a network, and manages information on after-sales service application and processing of the product, Receiving an after-sales service application request including a barcode or QR code image of the product from the user terminal; extracting the product model information from the barcode or QR code image; transmitting an after-sales service processing request to a technician terminal corresponding to the extracted model information; It can also be achieved by the maintenance management method of the product including the step of receiving the after-sales service processing details from the technician terminal and storing it in the database unit.

As described above, according to the present invention, it is possible to provide convenience to customers by inquiring the after-sales service application and processing process through a mobile device.

In addition, according to the present invention, when the customer applies for after-sales service of a product, the customer's service satisfaction can be increased by allowing the customer to select a technician according to the technician's location, service rating, and service cost.

In addition, another object of the present invention, information on the processing details of the after-sales service can be shared with customers, technicians, sellers, and manufacturers to be utilized as a marketing tool and product quality improvement.

1 is a schematic diagram of a product maintenance management system according to an embodiment of the present invention.
2 is a block diagram illustrating the configuration of a product maintenance management system according to an embodiment of the present invention.
3 is a flowchart illustrating a product maintenance management method according to an embodiment of the present invention.
4 illustrates a product maintenance management process according to an embodiment of the present invention.
5 shows an example of an app screen of the product maintenance management system according to an embodiment of the present invention.
6 illustrates an example of an app screen of the product maintenance management system according to an embodiment of the present invention.
7 illustrates an example of an app screen of the product maintenance management system according to an embodiment of the present invention.
8 shows an example of a maintenance website screen according to an embodiment of the present invention.
9 shows an example of an after-sales service request screen according to an embodiment of the present invention.
10 shows an example of an after-sales service request screen according to an embodiment of the present invention.

Hereinafter, with reference to the accompanying drawings, the embodiments of the present invention will be described in detail so that those of ordinary skill in the art can easily implement them. However, the present invention may be implemented in various different forms, and is not limited to the embodiments described herein.

And in order to clearly explain the present invention in the drawings, parts irrelevant to the description are omitted, and similar reference numerals are attached to similar parts throughout the specification.

Throughout the specification, when a part "includes" a certain component, it means that other components may be further included, rather than excluding other components, unless otherwise stated.

1 is a schematic diagram of a product maintenance management system according to an embodiment of the present invention. As shown in FIG. 1 , the maintenance management system 1 of the present invention receives a request for after-sales service (A/S) application of the product 100 from the user terminal 20, after-sales service to the technician terminal 30 It transmits a service (A/S) processing request, and manages the after-sales service (A/S) processing details into a database.

As an embodiment, the user terminal 20 transmits an after-sales service request request to the server 10 when a failure or defect occurs in the product 100 such as, for example, a convection oven, a grinder, a coffee machine, a mixer, and the like.

At this time, the user terminal 20 shoots the barcode or QR code displayed on the product 100 , and transmits the barcode/QR code image 110 generated therefrom to the server 10 .

The barcode or QR code image 110 includes model information about the product 100 , and may further include regional information and customer information of the product 100 in addition. The model information includes, for example, a model name or a model number. The local information includes an address or GPS address to which the product 100 is delivered or installed, and the customer information includes, for example, a customer ID, a customer name, a date of birth, and the like.

The server 10 extracts model information including the model number of the product 100 from the barcode/QR code image 110 of the product 100 received from the user terminal 20, and region information where the product is delivered and installed. do. As an embodiment, the server 10 may extract customer information of the product 100 from the barcode/QR code image 110 of the product 100 .

The server 10 may transmit an after-sales service processing request to the technician terminal 30 corresponding to the model information and region information of the extracted product 100 among the plurality of technician terminals 30 registered in the database unit 11 . have.

As an embodiment, the server 10 receives and provides data on repairable products or facilities stored in the personal mobile phones or personal cloud servers of all users, such as consumers and technicians, who use the maintenance management system 1 . A user interface may be provided for the consumer to select a technician to send an after-sales service request to based on the received data.

As an embodiment, the server 10 may receive repairable product information and location information from the technician terminal 3 in which the working state signal is activated among a plurality of technician terminals 30 that are not registered in the database unit 11 . can

At this time, the server 10 based on the repairable product information and location information received from the plurality of technician terminals 30, model information and area information extracted from the barcode / QR code image 110 of the product 100 may select the technician terminal 30 corresponding to , and transmit a request for after-sales service to the selected technician terminal 30 .

According to the above embodiment, the maintenance management system 1 of the present invention may request after-sales service for the product 100 even for a technician who does not belong to a sales company or a manufacturer.

For example, technicians working as freelancers who are not affiliated with a sales company or manufacturer register in advance data on products or equipment that they can repair in their mobile phones or personal cloud servers, and The registered data can be provided immediately when an after-sales service request is made on the A/S application app.

At this time, the technicians can provide information about the working status. If the technician changes the working status to 'Start', the data about the repairable products or facilities registered in advance in the mobile phone or personal cloud server is transferred to 5G. Alternatively, it may be immediately provided to the server 10 using a local area network. Accordingly, the consumer can view this information on the A/S application app and directly select a technician to apply for after-sales service. If the technician changes the working status to 'End', it is converted to a status where after-sales service cannot be applied.

As described above, when the after-sales service of the product 100 is processed by the technician of the technician terminal 30 according to the after-sales service processing request from the user terminal 20 , the server 10 is registered from the technician terminal 30 . Receive after-sales service processing details and payment information, and store them in the database unit 11 .

As an embodiment, the server 10 may provide the after-sales service processing details stored in the database unit 11 to the manufacturer terminal 40 .

According to the embodiment of the present invention as described above, the process for the customer to apply for after-sales service of the product 100 is simplified, and the processing details of the after-sales service are provided to the customer and the technician. It can be shared with sellers and manufacturers.

2 is a block diagram illustrating the configuration of a product maintenance management system according to an embodiment of the present invention. As shown in FIG. 2 , the maintenance management system 1 includes a server 10 and a database unit 11 , and a backup server that copies and stores original data stored in the database unit 11 as an additional configuration. (Backup Server) may be further included. The configuration included in the maintenance management system 1 of the present invention is not limited to the one embodiment described above, and may be implemented including additional other configurations.

The server 10 is connected to the user terminal 20, the technician terminal 30, and the manufacturer terminal 40 through a network, and each of the user terminal 20, the technician terminal 30, and the manufacturer terminal 40 It may be implemented as a web server (WEB Server) that processes a response to an HTTP request from a web browser, and a WAS server that processes dynamic content or web application service and can work with the database unit 11 . As an embodiment, the WAS server may include a function of a web server. Also, the database unit 11 may be implemented as a DB server that stores data processed by the server 10 .

In the illustrated configuration, the server 10 includes a member authentication unit 101 , a product information extraction unit 102 , a technician search unit 103 , and a control unit 104 . The member authentication unit 101 performs member authentication when the user terminal 20 , the technician terminal 30 , and the manufacturer terminal 40 access the website of the server 10 . At this time, the member authentication unit 101 performs member authentication with reference to data stored in the customer information storage unit 114 of the database unit 11 .

The product information extraction unit 102 extracts model information and region information of the product 100 from the barcode or QR code image 110 of the product 100 received from the user terminal 20 .

The technician search unit 103 searches for the technician terminal 30 corresponding to the model information and area information extracted by the product information extraction unit 102 from the database unit 11 .

The control unit 104 transmits an after-sales service processing request to the technician terminal 30 found by the technician search unit 103 based on the after-sales service request request received from the user terminal 20 .

For example, when a consumer applies for after-sales service using a barcode image of a 'convection oven' product through the A/S processing app, any technician terminal among a plurality of technician terminals 30 that can be assigned to the 'convection oven' product (30) can be automatically assigned.

After the after-sales service processing is completed by the technician, the control unit 104 receives the after-sales service processing details and payment information from the technician terminal 30 , and stores them in the database unit 11 . After-sales service processing details include, for example, the model number of the product 100 for which the after-sales service is processed, the name of the replaced part, the quantity of the part, the photo image of the replaced part, the customer name, the customer's signature image, the service completion time, the GPS address, service ratings, and service costs, and the like.

As an embodiment, the controller 104 may obtain location information from each of the plurality of descriptor terminals 30 and transmit it to the user terminal 20 . The location information may include, for example, a GPS address of the technician's terminal. In this case, the controller 104 may transmit an after-sales service processing request to the technician terminal 30 selected from the user terminal 20 based on the transmitted location information.

For example, when applying for after-sales service of a 'Convection Oven' product through the after-sales service app, the current location information of each of the plurality of technician terminals 30 that can be assigned to the 'Convection Oven' product can be displayed and shown on the map image. have. The consumer may directly select the technician terminal 30 closest to the location of the consumer from among the plurality of technician terminals 30 displayed on the map image to proceed with the after-sales service application. As another example, instead of the consumer directly selecting the technician terminal 30 on the map image, the technician terminal 30 closest to the consumer's location may be automatically selected by setting an option.

As an embodiment, the control unit 104 obtains location information from a plurality of technician terminals 30 , and region information of the product 100 extracted by the product information extraction unit 102 and location information of the technician terminal 30 . The after-sales service processing request may be transmitted to the technician terminal 30 in which the distance difference is equal to or less than a preset value. That is, when applying for after-sales service, it is possible to automatically request after-sales service to the technician terminal 30 located closest to the consumer holding the product 100 .

As an embodiment, the control unit 104 obtains location information from the technician terminal 30 , and a distance between the area information of the product 100 extracted by the product information extraction unit 102 and the location information of the technician terminal 30 . difference can be calculated. The control unit 104 may predict the arrival time of the technician using the technician terminal 30 to the location where the product 100 is located, based on the calculated distance difference, and provide it to the user terminal 20 .

As an embodiment, the control unit 104 transmits information about the service rating and service cost of the technician corresponding to the technician terminal 30 to the database unit 11 based on the after-sales service processing details received from the technician terminal 30 . can be saved

For example, after the product repair is completed by the technician, the consumer may give a service rating for the technician's after-sales service through the after-sales service app. In addition, when the repair of the product is completed, the technician may present the service cost to the consumer, and information on the payment details may be stored in the process of the consumer paying it.

As an embodiment, the control unit 104 may transmit, to the user terminal 20 , information on service ratings and service costs for technicians of the plurality of technician terminals 30 stored in the database unit 11 . The control unit 104 may transmit an after-sales service processing request from the user terminal 20 to the selected technician terminal 30 based on the transmitted service rating and service cost information.

For example, when a consumer applies for after-sales service of a 'coffee machine' product through the after-sales service app, the service rating and service cost of each of a plurality of technicians capable of repairing the 'coffee machine' product can be inquired. A consumer can apply for after-sales service by selecting a technician with a high service rating or a low service cost from the inquiry result.

As another example, when a consumer applies for after-sales service of a product through the A/S processing app, first, a plurality of technician terminals 30 located within a predetermined distance from the location of the consumer are searched for, and then the technician of the found technician terminal 30 You can also select a technician by inquiring the service rating and service cost for .

As an embodiment, the controller 104 receives the image of the product 100 from the user terminal 20 and provides it to the technician terminal 30 , and VR (Virtual Reality) or AR (Augmented) from the technician terminal 30 . Reality) technology may receive after-sales service processing details including virtual after-sales service information added to the image of the product 100 .

Here, the virtual after-sales service information includes information about a repair location of the product 100, a repair method, replacement of parts, a change of location of parts, and plug-in guidance, etc. of the actual product 100 for VR or AR implementation. It may be displayed in the form of a virtual image that is overlapped on the image.

For example, when the technician cannot directly process the after-sales service because he is remote, such as abroad, the state of the product 100 can be checked from the photo image of the product 100 transmitted from the user terminal 20 .

At this time, if it is possible to solve the problem only with simple repair, the technician may guide the user through the technician terminal 30 to operate on a specific location or a specific part of the product 100 in which the malfunction has occurred. For example, by executing a VR or AR function for virtual after-sales service in the technician terminal 30, a guide phrase explaining the operation method at a specific location on the photo image of the product 100 can be displayed by overlapping the image in the form of a memo. .

As an embodiment, the control unit 104 pre-stores process information including an inspection and A/S procedure for each product 100 in the database unit 11, and requests after-sales service processing to the technician terminal 30 may provide the stored process information to the technician terminal 30 using VR or AR technology.

For example, when a technician in charge of after-sales service processing for the product 100 is selected, VR or Using AR technology, process information may be overlapped and transmitted in the form of an image on the image of the product 100 .

Accordingly, the technician may check process information implemented in VR or AR, and may perform after-sales service for the product 100 according to a predetermined procedure.

In one embodiment, the server 10, upon receiving the image of the product for which after-sales service has been completed from the technician terminal 30, analyzes the image of the product 100 and includes the repair location of the product 100, repair details, etc. to generate an A/S report, and transmit the generated A/S report to the manufacturer terminal 40 .

For example, if the technician completes the repair while photographing the product 100 using VR or AR technology in the after-sales service process, after-sales service processing is performed to determine which part is repaired from the image of the product 100 without a separate input process Details can be automatically generated, and this can be provided to the manufacturer terminal 40 in the form of a report.

As an embodiment, the control unit 104 may collect SNS data corresponding to each of the plurality of technician terminals 30 , and generate verification information including a region, a school of origin, and a career from the collected data. . In this case, the control unit 104 may register the descriptor terminal 30 in the database unit 11 based on the verification information.

As an embodiment, the control unit 104 uses the schedule information collected from the technician terminal 30 , the A/S processing state, the service rating stored in the database unit 11 , and the information on the service cost to be a technician An evaluation report may be generated, and feedback information may be provided to the technician terminal 30 based on the technician evaluation report. Here, the feedback information may include, for example, a guide for increasing a service rating.

In the illustrated configuration, the database unit 11 includes a product information storage unit 111 , a technician information storage unit 112 , an after-sales service processing information storage unit 113 , and a customer information storage unit 114 . The member information storage unit 114 stores information about members registered in the product maintenance management system (1). Members include general consumers, technicians, head office employees, manufacturers, etc., and can set different stored information and security levels according to each member classification. The basic information about the member includes, for example, information such as name, contact information, address, login ID, password, region, affiliation, and the like.

The product information storage unit 111 stores the category, model number, model name, manufacturing year, manufacturing plant, cost, and parts information of the product 100 .

The technician information storage unit 112 stores the technician's after-sales service related information, such as the technician's name, affiliation, contact information, repairable product category, service rating, and service cost.

The after-sales service processing information storage unit 113 stores the after-sales service processing details and payment information received from the technician terminal 30 . As described above, the information stored in the after-sales service processing information storage unit 113 may be used as data for the seller and the manufacturer of the product 100 to improve the marketing quality of the product 100 .

In the illustrated configuration, the user terminal 20 , the technician terminal 30 , and the manufacturer terminal 40 are connected to the server 10 of the product maintenance management system 1 through a network.

The user terminal 20 includes a communication unit 201 , a camera unit 202 , a display unit 203 , a user input unit 204 , and a control unit 205 . The user terminal 20 is implemented by, for example, a smart phone, a tablet, a PC, or the like. The configuration included in the user terminal 20 of the present invention is not limited to the above-described embodiment and may be implemented including additional other configurations.

The communication unit 201 communicates with the server 10 of the maintenance management system 1 using a wired or wireless communication method. The communication unit 201 may communicate with the server 10 through a wired communication method such as Ethernet, or the like, or communicate with the server 10 through a wireless router through a wireless communication method such as Wi-Fi.

For example, the communication unit 201 may be provided as a printed circuit board (PCB) including a wireless communication module such as Wi-Fi. The communication method of the communication unit 201 is not limited thereto, and other communication methods may be used to communicate with the server 10 .

The display unit 203 displays information. For example, the display unit 203 may display an image based on an image signal. The display unit 203 may be implemented in various forms, such as a plasma display panel (PDP), a liquid crystal display (LCD), an organic light emitting diode (OLED), a flexible display, and the like.

The user input unit 204 receives a user input. For example, the user input unit 204 may receive a user input for selecting a part of a user interface displayed on the display unit 203 . The user input unit 204 may be implemented as a keyboard, a mouse, etc. connected to the user terminal 20 , or may be implemented as a touch screen provided in the user terminal 20 .

The processor 205 transmits an after-sales service request request including the barcode or QR code image 110 of the product 100 photographed by the camera unit 202 to the server 10 .

The processor 205 receives, from the server 10, the after-sales service processing details stored in the database unit 11 in response to the after-sales service request request, and controls the display unit 203 to display it. The processor 205 may be implemented as, for example, a central processing unit (CPU).

The technician terminal 30 includes the configuration of a communication unit 301 , a camera unit 302 , a display unit 303 , a user input unit 304 , and a processor 305 , and each component is each of the user terminal 20 . It performs the same function as the configuration. The technician terminal 30 is implemented by, for example, a smart phone, a tablet, or the like.

The technician terminal 30 receives an after-sales service processing request for the product 100 from the server 10 , processes the after-sales service for this, and then transmits the after-sales service processing details and payment information to the server 10 .

As an embodiment, the technician terminal 30 may change the service cost information according to the technician's input, and transmit the changed information to the server 10 .

As an embodiment, the server 10 is connected to the manufacturer terminal 40 through a network, and the server 10 may transmit the after-sales service processing details stored in the database unit 11 to the manufacturer terminal 40 at a predetermined period. . The manufacturer's terminal is implemented as, for example, a PC, a smart phone, a tablet, or the like.

3 is a flowchart illustrating a product maintenance management method according to an embodiment of the present invention. As shown in FIG. 3 , first in operation S31 , the server 10 receives an after-sales service request request including a barcode/QR code image 110 of the product 100 from the user terminal 20 .

Next, in operation S32 , the server 10 extracts model information of the product 100 from the barcode/QR code image 110 .

In operation S33 , the server 10 transmits an after-sales service processing request to the technician terminal 30 corresponding to the model information of the extracted product 100 .

Finally, in operation S34 , the server 10 receives the after-sales service processing details from the technician terminal 30 and stores it in the database unit 11 .

As an embodiment, the server 10 obtains location information from a plurality of technician terminals 30 and transmits it to the user terminal 20 , and from the user terminal 20 to the technician terminal 30 selected based on the location information. After-sales service processing request can be sent.

As an embodiment, the server 10 acquires location information from a plurality of technician terminals 30 , and sends the location information of the extracted product 100 to the technician terminal 30 in which the distance difference between the location information is less than or equal to a preset value. After-sales service processing request can be sent.

As an embodiment, the server 10 obtains location information from the technician terminal 30 , and sets the arrival time of the technician terminal 30 to the user based on the distance difference between the area information and the location information of the extracted product 100 . It can be provided to the terminal 20 .

As an embodiment, the server 10 may store information about the service rating and service cost of the technician corresponding to the technician terminal 30 in the database unit 11 based on the received after-sales service processing details.

As an embodiment, the server 10 provides information about service ratings and service costs of the plurality of technician terminals 30 stored in the database unit 11 to the user terminal 20, and information from the user terminal 20 It is possible to transmit an after-sales service processing request to the selected technician terminal based on the .

As an embodiment, the server 10 stores and registers information about each part of the product 100 in the database unit 11, and the user terminal 20 of the consumer who is using the product 100 based on the stored information. ) to notify you in advance of the time of inspection or replacement of parts. For example, in the case of an ice maker, the user terminal 20 notifies the user terminal 20 that washing is required at a location where ice is generated once every three months, so that the consumer can wash it himself or apply for after-sales service.

As an embodiment, the server 10 may predict a failure or replacement time for each part of the product 100 by using the past after-sales service processing history of the product 100 . At this time, an artificial intelligence (AI) algorithm can be used to predict the time of failure and replacement required for each part of the product 100 from the after-sales service processing history, and the predicted information can be notified to technicians and sellers. .

4 illustrates a product maintenance management process according to an embodiment of the present invention. As shown in FIG. 4 , in operation S41 , the seller sells products such as electronic products or mechanical equipment to consumers through an online shopping mall or an offline store, and requests the manufacturer to place an order for the product.

In operation S42, the manufacturer ships and delivers the product according to the order request of the seller. The manufacturer attaches a barcode or QR code to the product when shipping the product, and registers information such as the date of shipment, model name, and date of manufacture in the manufacturer's shipment system.

In operation S43, when the delivery of the product is completed, the seller installs the product, and at this time, region information is added to the barcode or QR code attached to the product. If the manufacturer does not attach a barcode or QR code at the time of shipment, the seller can directly attach the barcode or QR code to the product.

In operation S44, when a product malfunction or defect occurs, the consumer applies for after-sales service of the product through the A/S application app of the user terminal 20 . At this time, the consumer applies for after-sales service by photographing the barcode or QR code attached to the product using the A/S application app, and uploading the photographed image.

In operation S45, according to the consumer's request for after-sales service, the seller requests after-sales service of the product from the technician of the registered repair company, and the technician uses the after-sales service app to receive an after-sales service order and proceed with the after-sales service do. As an embodiment, upon request for after-sales service, a company that repaired just before may be registered as a favorite and re-applied.

In operation S46, when the after-sales service is completed, the consumer checks the after-sales service processing details and costs through the after-sales service processing app of the technician's terminal and directly signs. At this time, the technician charges the after-sales service cost from the A/S processing app to the user terminal 20, and the consumer can pay for the cost details received from the user terminal 20 with a credit card, pay, electronic wallet, etc. .

Conventionally, after-sales service costs of commercial products used in franchise cafes or restaurants, etc., are mostly processed in cash, but according to the maintenance management system 1 of the present invention, after-sales service costs are transferred from the user terminal 20 to a credit card, etc. You can increase customer satisfaction by making payment conveniently.

In operation S47, the consumer and the seller may check the after-sales service processing details and payment details through the maintenance website.

In addition, the manufacturer, the consumer, and the seller may share information such as repair history of the product and the number of replacement parts. Accordingly, a more accurate evaluation may be made in relation to the quality of the product from different viewpoints. Technicians also handle after-sales service at an independent location without being tied to the manufacturer, so they can properly evaluate the product.

5 shows an example of an app screen of the product maintenance management system according to an embodiment of the present invention. The illustrated configuration is an example of an execution screen upon arrival of a customer who has applied for A/S by a technician in the A/S processing app 51 of the technician terminal 30 .

As an embodiment, when the after-sales service application of the product 100 is received, the technician visits the store address of the customer who has applied for the after-sales service, and executes the A/S processing app 51 in the technician terminal 30 .

On the screen of the A/S processing app 51, the arrival time 52 of the technician, the store name 53, the store address, etc. are displayed, and the GPS location 54 of the technician terminal 30 is displayed and registered. Be sure to compare it to the store's GPS address.

6 illustrates an example of an app screen of the product maintenance management system according to an embodiment of the present invention. The illustrated configuration is an example of a screen in which a technician registers A/S processing details in the A/S processing app 51 of the technician terminal 30 .

As an embodiment, on the screen of the A/S processing app 51, the technician selects the 'convection oven' product 62 to register the after-sales service processing details, and confirms the registered model number 63.

The technician selects the repair or replacement part name 64 and quantity 65, registers the before and after replacement photo images 66, and selects the 'Complete' button to complete the registration of the A/S processing details.

7 illustrates an example of an app screen of the product maintenance management system according to an embodiment of the present invention. The illustrated configuration is an example of a screen that the customer signs after checking the A/S processing details in the A/S processing app 51 of the technician terminal 30 .

As an embodiment, the customer checks the technician's name 72 on the screen of the after-sales service app 51 , and checks the photo 73 of the replaced part, and the part name and quantity 74 . When the confirmation of the A/S processing details is completed, the customer enters his/her name and signs it himself. At the bottom of the screen, the date and time when A/S was completed and the GPS address are displayed.

8 shows an example of a maintenance website screen according to an embodiment of the present invention. The illustrated configuration is an example of a screen in which the seller or the person in charge of the head office confirms the after-sales service processing details on the website 81 of the maintenance management system 1 .

As an embodiment, the seller or the person in charge of the head office selects the customer's store name 82 on the screen of the website 81 to inquire the date 83 of the after-sales service and the name of the product or facility 84. can

As described above, the seller or the person in charge of the head office can use the information for improving the quality of the product by checking the A/S processing details of the products by date through the website 81 .

9 shows an example of an after-sales service request screen according to an embodiment of the present invention. As shown in FIG. 9 , when a failure or defect occurs in the product 100 , the customer may apply for after-sales service of the product 100 by executing the A/S application app of the user terminal 20 .

As an embodiment, if you upload an image of the barcode / QR code of the product 100 in which the malfunction has occurred on the A / S application app, the model number 92 of the product 100 identified from the barcode / QR code image and product name are displayed automatically. At this time, if the technician search button 93 is selected, a list 94 of technicians capable of repairing the product 100 is displayed, and the customer compares the technician's service rating with the service cost to check the technician's checkbox 95 After checking , you can select a technician by pressing the select button 96.

As an embodiment, when searching for a technician corresponding to the model number 92 of the product 100 , in addition to the technician of a repair company registered in advance in the database 11 , a technician around the product 100 is searched in real time. In addition, the customer may select a technician by comparing the service rating of the searched technician with the service cost.

As an embodiment, when repair is impossible because the model number 92 of the product 100 is not registered in the database unit 11, such as in the case of purchasing a job overseas, the product 100 is not around the region or nationwide. You can search for technicians who can repair the product by searching. In this case, a regional or national technician selects or registers a product or facility that can be repaired in advance through the website of the maintenance management system (1) so that the customer can apply for after-sales service through the after-sales service application. can

10 shows an example of an after-sales service request screen according to an embodiment of the present invention. As shown in FIG. 10 , when a failure or defect occurs in the product 100 , the customer may apply for after-sales service of the product 100 by executing the A/S application app of the user terminal 20 .

As an embodiment, if an image of the barcode / QR code of the product 100 in which the malfunction has occurred is uploaded on the A / S application app, the model number 1002 of the product 100 identified from the barcode / QR code image and product name are displayed automatically. At this time, if the technician search button 1005 is selected after inputting the address 1004, the location 1007 of the technicians located within a predetermined distance from the customer's current location 1006 corresponding to the address 1004 is displayed as a map image 1003 ) can be provided.

The customer can select a technician by clicking on the desired technician's location with reference to the location 1007 of the technicians displayed on the map image 1003 and pressing the selection button 1008 .

In one embodiment, the customer's current location on the map image 1003 is clicked on the recommended search button 1009 without the customer needing to select a technician directly by referring to the location 1007 of the technicians displayed on the map image 1003 . It is also possible to automatically match the technician 'A' closest to 1006 to the customer.

As described above, according to an embodiment of the present invention, information on the location of a nearby technician is provided on the customer's A/S application app so that the user can quickly receive after-sales service of the product. .

As mentioned above, although the present invention has been described in detail through preferred embodiments, the present invention is not limited thereto, and may be practiced in various ways within the scope of the claims.

1: Product maintenance management system
10: Server
101: member authentication unit
102: product information extraction unit
103: technician search unit
104: control unit
105: control unit
11: Database part
111: product information storage unit
112: technician information storage unit
113: after-sales service processing information storage unit
114: member information storage unit
20: user terminal
201: communication department
202: camera unit
203: display unit
204: user input unit
205: processor
30: technician terminal
301: communication department
302: camera unit
303: display unit
304: user input unit
305: processor
40: manufacturer terminal

Claims (11)

In a product maintenance management system that is connected to at least one user terminal and a plurality of technician terminals through a network, and manages information on after-sales service application and processing of the product,
a database unit for storing the model number of the product, information about each part of the product, after-sales service application information of the product, after-sales service processing details, and payment information;
When an after-sales service application request including a barcode or QR code image of the product is received from the user terminal, model information including the model number of the product from the barcode or QR code image, information on the area where the product is delivered and installed extract, receive repairable product information and location information from a technician terminal in which a working state signal is activated among the plurality of technician terminals, and add the model information and the local information based on the received repairable product information and location information a server that selects a corresponding technician terminal, transmits an after-sales service processing request to the selected technician terminal, receives after-sales service processing details from the technician terminal, and stores the information in the database unit,
The after-sales service processing details receive the image of the product from the user terminal and provide it to the technician terminal, in the form of a virtual image that is overlapped on the image of the actual product for VR or AR implementation from the technician terminal Contains virtual after-sales service information that can be displayed;
The server is
a member authentication unit for performing member authentication when the user terminal and the technician terminal are connected;
a product information extraction unit for extracting model information and region information of the product from the received barcode or QR code image of the product;
a technician search unit for searching for a technician terminal corresponding to the model information and region information extracted by the product information extraction unit;
A control unit for transmitting the after-sales service processing request to the searched technician terminal based on the after-sales service application request, receiving the after-sales service processing details and payment information from the technician terminal, and storing the after-sales service processing details and payment information in the database unit;
The user terminal,
a communication unit communicating with the server;
a camera unit;
a display unit for displaying information;
a user input unit for receiving a user input;
The after-sales service application request including the barcode or QR code image of the product photographed by the camera unit is transmitted to the server, and the after-sales service processing details stored in the database unit in response to the after-sales service application request are transmitted from the server. and a processor for receiving and controlling the display unit to display,
The control unit acquires location information from the plurality of descriptor terminals and transmits it to the user terminal,
The processor receives an address input from the user, and when receiving a technician search, controls the display unit to display positions of technicians located within a predetermined distance from the user's current location corresponding to the address on a map image. When the position of the technician is clicked on the image, the technician is selected, and the control unit transmits the after-sales service processing request from the user terminal to the technician terminal selected based on the location information. delete delete The method of claim 1,
The control unit acquires location information from the plurality of technician terminals, and transmits the after-sales service processing request to the technician terminal in which a distance difference between the region information of the extracted product and the location information is less than or equal to a preset value. management system. The method of claim 1,
The control unit acquires location information from the technician terminal, and provides the arrival time of the technician terminal to the user terminal based on a distance difference between the area information and the location information of the extracted product. Product maintenance management system . The method of claim 1,
The control unit is a product maintenance management system for storing information about a service rating and service cost of a technician corresponding to the technician terminal based on the received after-sales service processing details in the database unit. The method of claim 1,
The control unit provides information on service ratings and service costs of a plurality of technician terminals stored in the database unit to the user terminal, and transmits the after-sales service processing request from the user terminal to a technician terminal selected based on the information product maintenance management system. delete 7. The method of claim 6,
The technician terminal is a product maintenance management system for changing the information on the service cost of the technician and transmitting it to the server. The method of claim 1,
It is connected to the manufacturer's terminal through the network,
The server is a product maintenance management system for transmitting the after-sales service processing details stored in the database unit at a predetermined period to the manufacturer terminal. The method of claim 1,
The technician terminal is a product maintenance management system for registering repairable product information in a personal cloud server.

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