KR20010089193A - A/s intermediate system and method thereof - Google Patents

Abstract

PURPOSE: A system and method for intermediating an A/S is provided to request an A/S conveniently regardless of company sold the commodity for the A/S or kind of a commodity. CONSTITUTION: A user database(11) stores information with respect to a user. An A/S provider database(17) stores A/S provider information, a commodity kind capable of providing an A/S, and schedule information of an A/S provider. A commodity database(13) stores information of commodities sold in a company. An A/S requesting input control unit(10) makes a user input A/S requesting contents and suggests a schedule of the corresponding A/S provider responded to an A/S requesting contents and selects an A/S date and hour. An A/S requesting contents notifying unit(16) notifies the A/S requesting contents and the selected A/S date and hour to the A/S provider. A self-managing database(15) stores self-managing contents of each commodity. A self-managing processing unit(14) provides self-managing contents to the user. An A/S result processing unit(18) makes the A/S provider input an A/S processing result. An A/S processing result database(19) stores the inputted A/S processing result.

Description

A / S Intermediation System and A / S Intermediation Method {A / S INTERMEDIATE SYSTEM AND METHOD THEREOF}

The present invention relates to an A / S brokerage system and A / S brokerage method, and more specifically, A / S to easily apply for A / S irrespective of the company selling the A / S product or the type of the product. S mediation system and A / S mediation method.

In general, in order to receive an after-sales service for the item that needs repair, the consumer visits the after-sales center of the goods directly or requests a visit for the after-sales service by telephone. At this time, the consumer needs to know the location of the A / S center or to know the A / S center's telephone number for the A / S visit request. In general, if the goods are old enough to require after-sales service, the lost A / S brochure is usually lost when the goods are purchased. If not, the A / S center's telephone number is changed. Often the number is not easily known. Accordingly, most consumers call 114 to find out the phone number of the representative A / S center, and then call again by calling the phone number of the A / S center adjacent to the consumer's residence at the representative A / S center.

However, even when the telephone number of the A / S center adjacent to the residence is known through several phone calls, the A / S may not be received if the item to be repaired is an old or discontinued product.

On the other hand, the conventional A / S has the inconvenience of waiting for the A / S technician to visit even after applying for A / S after several phone calls.

In recent years, each product company provides the telephone number of the A / S center through its homepage on the Internet, or responds to various questions that a user asks on the Internet. In addition, a main server for homepage construction at the head office and each A / S center may establish a homepage on the main server, thereby directly accessing each A / S center via the Internet. However, in order to build the homepage of each A / S center, a separate server space should be prepared at the head office for the construction of the A / S center, and in the case of a large number of A / S centers, the server may be used to construct the A / S center. Since a lot of capacity is consumed, there is a problem that the server construction cost and maintenance cost.

On the other hand, since a consumer rarely purchases a variety of goods from a single manufacturer, the consumer typically has goods from several manufacturers, so that whenever a customer repairs a product, the manufacturer's homepage is displayed. The problem is that the search engine finds one after another.

Accordingly, an object of the present invention is to provide an A / S intermediation system and A / S intermediation method that allows easy application of A / S regardless of the company that sells the A / S-received goods or the type of the goods.

1 is a configuration diagram of an A / S system according to the present invention;

2 is a configuration diagram of the A / S server of FIG.

3 is an A / S application screen of the A / S server of FIG.

4 is a self-action window that breaks out when applying for A / S through the A / S application screen of Figure 3,

5 is a visit time reservation screen when applying for A / S of FIG.

6 is a reservation confirmation screen for the visit time reservation of FIG.

7 is a flowchart illustrating an A / S reservation and a process according to the present invention.

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

1: A / S Server 3: User

5: A / S Provider 6: Company

7: A / S Center 8: A / S Officer

10: A / S request input control unit 11: User database

13: product database 14: self-action processing unit

15: self-action database 16: A / S request notification unit

17: A / S provider database 18: A / S result processing unit

19: A / S processing result database 30: A / S application screen

47: self-action window 50: visit time reservation screen

60: Reservation confirmation screen

The above object is, according to the present invention, a user database for storing information about a user who wants after-sales service; An A / S provider database for storing A / S provider information, A / S offerable product types, and A / S provider schedule information; A to allow the user to input the A / S request through the network, and select the A / S date and time by presenting the schedule of the corresponding A / S provider and the corresponding A / S provider according to the A / S request. / S request input control unit; It is achieved by the A / S intermediary system, characterized in that it comprises an A / S request notification unit for notifying the A / S provider the A / S request and the selected A / S date and time.

Here, a self-action database for storing the self-action items of each product; It is preferable to further include a self-action processing unit which checks whether a corresponding self-action item exists in the self-action database based on the A / S request and, if present, provides the self-action item to the user.

The self-action processing unit, if the self-action items corresponding to the A / S request items do not exist in the self-action database or after performing the self-action items, the A / S request items are not resolved. The / S request may be delivered to the A / S request input controller to be delivered to the notification unit.

An A / S result processing unit for allowing the A / S provider to input A / S processing results; Preferably, the A / S processing result database for storing the input A / S processing result is further included.

Preferably, the A / S result processing unit issues a bill for the A / S, and stores the cost processing details in the A / S processing result database.

On the other hand, the above object, according to another field of the present invention,

Allowing a user who desires A / S through the network to input information about the user and A / S request; Presenting a schedule of a corresponding A / S provider and a corresponding A / S provider according to the A / S request so as to select an A / S date and time; It may also be achieved by an A / S intermediary method comprising the step of notifying the A / S provider of the A / S request and the selected A / S date and time.

Here, the self-action database for storing the self-action items of each commodity; Confirming whether a corresponding self-action item exists in the self-action database based on the A / S request; If present, it is preferable to further include providing the user with a corresponding self-action.

According to the A / S request, if the A / S request does not exist in the self-action database or the A / S request is not resolved even after the self-action is performed after performing the self-action, according to the A / S request. The method may further include presenting a schedule of a corresponding A / S provider and a corresponding A / S provider to select an A / S date and time.

Preferably, the A / S provider further includes inputting an A / S processing result.

Issuing a bill for the A / S; The method may further include checking whether the bill is paid.

Hereinafter, the present invention will be described in detail with reference to the drawings.

As shown in Fig. 1, the A / S mediation system includes a user 3 wishing for A / S, at least one A / S provider 5 providing A / S, and an A / S request. A / S server 1 which mediates the user 3 with each A / S provider 5 according to the matter. Here, the after-sales service provider 5, at least one company (6) that sells goods such as services or products, and a plurality of after-sales centers 7 directly or indirectly operated by each company (6) And an A / S representative 8 belonging to each A / S center 7.

As shown in FIG. 2, the A / S server 1 includes a user database 11 that stores information about the user 3, A / S provider 5 information, and A / S product types. And A / S provider database 17 for storing schedule information of A / S provider 5, commodity database 13 in which information of goods sold at company 6 is stored, and user 3 A / S request input control unit 10 and A / S request to input the S request and select the A / S date and time by presenting a schedule of the corresponding A / S provider 5 according to the A / S request. A / S request notification unit 16 for notifying the A / S provider 5 of the S request and the selected A / S date and time.

Then, the A / S server 1 includes a self-action database 15 which stores self-action items of each product so as to enable self-action of the user 3, and a self-action database (based on the A / S request items). 15) further includes a self-action processing unit 14 for checking whether a corresponding self-action is present and providing the self-action to the user 3, and the A / S provider 5 inputs the A / S processing result. And an A / S processing result database 19 for storing the input A / S processing result.

The user database 11 includes personal information about the user 3 who has registered as a member, information on products for which an A / S request provided by the user 3 can occur, and the A / S server 1 The ID and password entered when connecting are stored. Personal information includes name, social security number, address, telephone number, mobile phone number, e-mail, etc. The information on the product includes product type, company name, model name, etc. Here, when the number of goods is limited, the personal information of the user 3 and the information about the goods which the user 3 has may be provided from the company 6 in which the user 3 purchased the goods. On the other hand, the user database 11 stores the A / S processing result including the billing details generated by the A / S request, whether or not to pay the cost, satisfaction with the A / S, and the like.

The after-sales service provider database 17 stores information on the after-sales service person 8 belonging to each after-sales center 7 of the company 6 affiliated with the after-sales server 1. The information stored in the A / S provider database 17 is provided from the company 6. Information on the after-sales service person 8 includes the career and personal information of the after-sales service person 8. In general, it is impossible for the after-sales service person (8) to repair all goods produced by the company (6) to which he / she belongs, so each after-sales service person (8) has a fixed product that can provide after-sales service. Similarly, the area in charge of after-sales service is set. Accordingly, in the A / S provider database 17, the A / S person in charge of the A / S personnel 8, the area in charge of the A / S person in charge of the A / S person 8, and the schedule of the A / S person in charge 8 are provided. Is stored. In addition, the A / S representative 8 of each A / S center 7 is notified of the request details input by the user 3 from the A / S server 1, or connected to the A / S server 1 ID and password are inputted to input schedule and A / S processing result, and A / S provider database 17 stores ID assigned to each A / S manager 8 of each A / S center 7 It is.

The merchandise database 13 stores product types sold by each company 6 affiliated with the A / S server 1 and information on various models of each product. The information is provided to the S server 1. For example, a product type of a company 6 manufacturing home appliances may include a refrigerator, a TV, a washing machine, a microwave oven, audio, video, and the like.

When the user 3 wants to request A / S, the A / S request input control unit 10 first withdraws the personal information of the user 3 from the user database 11 to obtain the personal information of the user 3. Confirm that there is no change. Then, the A / S request input control unit 10 presents an A / S request screen 30 as shown in FIG. 3 to input the A / S request items.

In the A / S application screen 30, a plurality of fields (31, 32, 33, 34, 35, 36, 37) for entering a company name, a brand name, a model name, a product material, a symptom, a detailed symptom, and other inputs, The next button 38 for proceeding with the step is formed. The symptom column 35 is a column for inputting which part of the product the failure is, the detailed symptom column 36 is an entry for a failure state of the broken part, and the product material column 34 is for the user 3. If the address and A / S product's material are different, it is a field to input the product material. The fields for entering the company name, product name, model name, product material, symptoms, and detailed symptoms are each formed in an open menu. When the user 3 selects the company name column 31, the A / S request input control unit 10 retrieves the information about the company name from the product database 13 so that it is displayed in the list of the open menu. When the user 3 selects a company name and selects a product name field 32, the A / S request input control unit 10 retrieves information about the product name of the company 6 and displays the company (6) in the product name expansion menu list. The brand name of) is displayed. Then, when the user 3 selects a product name and selects the model name field 33, the A / S request input control unit 10 withdraws the model name corresponding to the selected product from the product database 13 to the model name expansion menu list. Display. Similarly, if the symptom column 35 and the detailed symptom column 36 are sequentially selected, the A / S request input control unit 10 withdraws the symptom and the detailed symptom corresponding to the selected brand name from the commodity database 13, respectively. 35) and the detailed symptoms column 36 are displayed in the open menu for the user 3 to select.

Meanwhile, in the above, an open menu is formed in each column to input a company name, a brand name, a model name, and the like. However, when each column is selected, a pop-up window may be formed. The contents not included in the list of the pop-up menu or the pop-up window may be directly input by the user 3.

If the A / S request information is entered in each column of the A / S application screen 30 and the next button 38 is clicked on, the A / S request input control unit 10 can perform self-action by the user 3. The A / S request is forwarded to the self-action processing unit 14 so as to.

The self-action database 15 stores various cases of abnormalities that may occur during the use of the product, and a method of curing the abnormality of the product through simple measures, and the abnormal cases and the healing methods are classified by company and product. It is stored. In addition, the self-action database 15 stores questions related to the abnormal cases step by step in order to suggest an accurate healing method for the abnormal cases. For example, if the A / S request is related to the case where the lamp of the refrigerator is not turned on, the self-action database 15 asks the first step question 'Does the lamp of the freezer turn on'? Is properly plugged in 'is stored, it is possible to accurately determine the state of the goods according to the user (3) answers.

The self-action processing unit 14 receives the A / S request inputted by the user 3 from the A / S request input control unit 10, and the healing method corresponding to the A / S request of the user 3 is self-corrected. Check if it is stored in the database (15). As a result of the check, if there is a healing method, the self-action processing unit 14 draws a question about the case from the self-action database 15 and uses the pop-up self-action window 47 as shown in FIG. 4. Provide to (3). Then, the self-action window 47 draws the healing method from the self-action database 15 according to the user 3's answer to the question and provides it to the user 3. When the self-action database 15 is used, the user 3 can easily heal the abnormal state of the product, so that unnecessary visits to the A / S personnel 8 can be prevented.

On the other hand, even though the failure is not healed even though the healing method suggested through the self-action window 47 is performed, or if the healing method corresponding to the A / S request does not exist in the self-action database 15, A / The S request input control unit 10 requests the user 3 to remove the self-action window 47 and describe the failure state in more detail in the other input field of the A / S application screen 30. When the user 3 completes the input of the A / S request and clicks the next button 38 again, the A / S request input control unit 10 enters the pre-entered user 3 address inputted by the user 3. And select an appropriate A / S center 7 according to a product name, a company, a model name, etc. input through the A / S application screen 30, and the user 3 selects an A / S of the A / S center 7 Provide information about the A / S person in charge 8 to select a person in charge. That is, the A / S request input control unit 10 selects the A / S center 7 closest to the user address among the A / S centers 7 of the goods input by the user 3, and selects the selected A / S. Information on the schedule of the A / S officer 8 of the center 7 is provided to the user 3 through the visit time reservation screen 50 shown in FIG.

In the visit time reservation screen 50, a date selection block 51 and a schedule block 55 are formed, and in the date selection block 51, a date input menu for allowing the user 3 to select an A / S date. 52, a date field 53 on which the date is displayed, and a calendar menu 54 are formed. When the date input menu 52 is selected, the user 3 may directly input a date in the date field 53. When the calendar menu 54 is selected, the calendar is displayed in a pop-up form, and when the user 3 clicks a date in the calendar, the selected date is input in the date field 53. In the schedule block 55, a time column 56 for dividing the time at predetermined intervals is displayed, a reservation column 57 for indicating whether or not reservation is possible, and a person in charge for displaying the number of reserved A / S personnel 8 ( 58 is formed, and a check box 55a is formed outside the person in charge field 58 so that the user 3 can select a desired time.

When the reservation of the visit time is completed through the visit time reservation screen 50, the A / S request notification unit 16 notifies the A / S provider 5 of the A / S request and the selected A / S date and time. do. The A / S request notification unit 16 is a general telephone, mobile phone, SMS, fax, e-mail, TTS, PC phone (PC-) according to the contact information of the after-sales service personnel (8) stored in the after-sales service provider database (17) A / S request is delivered using various methods such as PHONE). In addition, the A / S request matter notification unit 16 may notify the A / S center 7 of A / S requests and A / S date and time through a bulletin board or an e-mail of the A / S center 7. .

When the after-sales person (8) visits the user (3) and solves the abnormality of the goods in accordance with the after-sales request, the after-sales result processing unit (18) calculates the after-sales cost and issues the invoice. do. The bill may be billed directly by the after-sales service person 8 to the user 3 or through an e-mail of the user 3 or a message of a mobile phone. Payment of bills can also be carried out in various ways, either online or offline. For example, the most common method is to pay the cost directly to the after-sales service person (8). In addition, when the personal information of the user 3 is input or after the A / S application, the credit card number or the account number of the user 3 may be input so that the A / S cost may be settled through a credit card or an account transfer. In addition, when the user 3 accesses the A / S server 1 or applies for A / S, the user 3 provides cyber money or mileage, and when the cyber money or mileage is accumulated more than a certain amount, the user 3 can use it for payment for the A / S. To help.

In addition, the A / S result processing unit 18 sends an e-mail or bulletin board to the A / S representative 8 when the A / S representative 8 does not input the A / S processing result even after the scheduled A / S date and time have passed. Request input of A / S processing result through Then, the user 3 is contacted to check whether the after-sales service was properly performed, the after-sales service result is satisfied, and the after-sales service person 8 is satisfied with the after-sales service.

On the other hand, the A / S processing result grasped by the A / S result processing unit 18 is stored in the A / S processing result database 19. That is, the A / S processing result database 19 stores the details of billing and payment for A / S, satisfaction with A / S results, satisfaction with A / S personnel 8, and the like. A / S Information about the requested product, that is, the vendor of the product, is stored so that the product name, model name, and symptoms can be stored to determine which product of which company is causing what failure. Such data may be provided to the company 6 to be used as a reference when developing a product, or may be provided to the user 3 to be considered when selecting a product.

A process of applying for A / S using the A / S system having such a configuration will be described below with reference to FIG. 7.

When the user 3 accesses the server 1 through a network and selects an A / S application menu (S10), the A / S request input control unit 10 causes a window for requesting input of an ID and password. . If the user 3 is a member, the user logs on by inputting an ID and password (S20, S30). If the user 3 is not a member, the user 3 logs on through a member registration procedure (S25, S30).

When the user 3 logs on, the A / S request input control unit 10 provides the A / S request screen 30 to the user 3 as shown in FIG. 3 so that the user 3 requests the A / S request. To input the details (S40). The user 3 selects and enters a company name, a brand name, a model name, a product material, a symptom, a detailed symptom, and the like on the A / S application screen 30. For example, in the case where the video of the user 3 causes the tape to fail, the user 3 selects 'video' by using an open menu in the product name field 32 of the A / S application screen 30. In the symptom field (35), enter a tape-related selection from the open menu. In the detailed symptom column 36, a tape is selected and inputted by selecting a drop-down menu.

When the user 3 creates the A / S application screen 30 and clicks the next button 38, the A / S request input control unit 10 sends the A / S request to the self-action processing unit 14. The self-action processing unit 14 determines whether there is information on an abnormal case corresponding to the detailed symptoms in the self-action database 15 (S50). If the information exists in the self-action database 15, the self-action processing unit 14 withdraws the question about the abnormal case from the self-action database 15 and the self-action window 47 as shown in FIG. And then, according to the user's (3) answer to the question suggests a healing method. If the problem is resolved by executing the suggested healing method, the procedure is terminated. If the problem is not resolved even when the user 3 executes the healing method, the self-action window 47 is removed, and then the detailed symptoms in the other input field 37 are shown. In the text box and click the next button 38.

When the information does not exist in the self-action database 15 or the abnormality is not solved despite the execution of the healing method (S60), the A / S request input control unit 10 is as shown in FIG. Likewise, the schedule of the A / S officer 8 is presented to the user 3 through the visit time reservation screen 50 (S70). The user 3 selects a reservation time in consideration of the available time of the A / S person in charge 8 and his schedule displayed in the reservation column 57, selects a check box 55a corresponding to the desired reservation time, The completion button 59 is clicked (S80). When the reservation request is completed, the A / S request input control unit 10 provides the reservation confirmation screen 60 to the user 3, as shown in FIG. 6, and the user 3 on the reservation confirmation screen 60. ) Name, address, telephone number, and date of visit are displayed. If the contents of the reservation confirmation screen 60 are correct, the user 3 clicks the completion button 61, and if the contents are not corrected, clicks the correct / cancel button 63 to correct the contents.

When the A / S application is completed in this way, the A / S request notification unit 16 notifies the A / S officer 8 of the A / S request and the selected A / S date and time (S90). When the A / S person in charge 8 visits and performs A / S on the visit, the A / S person in charge 8 inputs the A / S provisions into the A / S processing result database 19 (S100). Then, the after-sales service processing unit 18 calculates the after-sales costs according to the after-sales service details and bills the user 3, and the after-sales service billing information is sent to the after-sales processing result database 19. Stored. The user 3 pays the costs by various methods such as a card and an account, and whether the payment is made is also stored in the A / S processing result database 19. Then, the A / S result processing unit 18 contacts the user 3 to confirm the processing result for the A / S and the satisfaction of the A / S person in charge 8 and store it in the A / S processing result database 19. (S110). On the other hand, if the A / S provision details and processing results are not input even after the visit, the A / S result processing unit 18 prompts the A / S person in charge 8 to input the A / S provision details and processing results. Require.

As described above, the A / S system provides information about the A / S center 7 and the A / S manager 8 of each company 6 through a single A / S server 1 to the user 3. To provide. Accordingly, the user 3 can easily apply for A / S through the A / S server 1 without having to contact the company 6 in order to receive the A / S. We can plan. In addition, from the standpoint of each company 6, it is not necessary to provide a server 1 at each A / S center 7 to build a homepage, and thus the overall cost is significantly reduced.

Meanwhile, in the above-described embodiment, the user 3 accesses the server 1 through the Internet, and then requests A / S through the A / S application screen 30 and the visit time reservation screen. A / S can be requested by using a bulletin board, a bulletin board, or a general communication device such as a telephone or a fax.

In addition, in the above-described embodiment has been described with respect to the product manufactured and sold by the manufacturing company, this A / S intermediary system can be applied to the product of a service company, such as a travel agency that sells the service as a product.

As described above, according to the present invention, the user's A / S application can be simplified, and the cost for building the home page of each A / S center can be reduced.

Claims (10)

A user database that stores information about a user who desires A / S; An A / S provider database for storing A / S provider information, A / S offerable product types, and A / S provider schedule information; A / S request input control unit to allow the user to input the A / S request through the network and to select the A / S date and time by presenting a schedule of the corresponding A / S provider according to the A / S request. Wow; And an A / S request notification unit for notifying the A / S provider of the A / S request and the selected A / S date and time. The method of claim 1, A self action database for storing the self action items of each product; An A / S, characterized in that the self-action processing unit further checks whether the self-action item exists in the self-action database based on the A / S request, and provides the self-action item to the user if present. Intermediary system. The method of claim 2, The self-action processing unit, if the self-action items corresponding to the A / S request items do not exist in the self-action database or after performing the self-action items, the A / S request items are not resolved. A / S intermediary system, characterized in that for passing the / S request to the A / S request input control unit to be delivered to the A / S request notification unit. The method of claim 3, wherein An A / S result processing unit for allowing the A / S provider to input A / S processing results; And an A / S processing result database for storing the input A / S processing result. The method of claim 4, wherein And the A / S result processing unit issues a bill for the A / S and stores the cost processing details in the A / S processing result database. Allowing a user who wants A / S through the network to input information about the user and A / S request; Presenting a schedule of a corresponding A / S provider and a corresponding A / S provider according to the A / S request so as to select an A / S date and time; And informing the A / S provider of the A / S request and the selected A / S date and time. The method of claim 6, A self action database for storing self action items of each product; Confirming whether a corresponding self-action item exists in the self-action database based on the A / S request; If present, the method further comprises providing the user with a corresponding self action. The method of claim 7, wherein According to the A / S request, if the A / S request does not exist in the self-action database or the A / S request is not resolved even after the self-action is performed after performing the self-action, according to the A / S request. A / S mediation method further comprising the step of presenting the schedule of the corresponding A / S provider and the corresponding A / S provider to select the A / S date and time. The method of claim 8, The A / S brokering method further comprises the step of inputting the A / S processing result by the A / S provider. The method of claim 9, Issuing a bill for the A / S; A / S intermediary method, characterized in that further comprising the step of checking the payment for the bill.