KR20070103602A - Method and system for on-line after-sales service - Google Patents

Abstract

A method and a system for online A/S are provided to offer quickly the effective online A/S by providing product information, failure types, and A/S types, correctly determining the failed part/state of a product, and performing the A/S corresponding to the failed part/state. A user terminal(1) requests the A/S, sequentially transmits product, component, and A/S selection information, and receives A/S handling response information. An A/S server(2) transmits product registration for the A/S request, transmits the component and A/S information corresponding to the product/component selection information, transmits A/S request information to a manager terminal according to the A/S selection information of the user terminal, and transmits the A/S handing response information received from the manager terminal to the user terminal. The manager terminal(3) receives A/S request information from the A/S server and transmits A/S handling response information to the A/S server. The A/S server includes a user ID information database and a registered goods database.

Description

Online after-sales method and system {Method and system for on-line after-sales service}

1 is a configuration diagram showing an example of an online after-care system according to the present invention.

2 is a diagram illustrating an example of a post-management server of FIG.

3 is a flowchart showing an example of product registration according to the present invention.

4A and 4B are flowcharts showing an example of an online post-management method according to the present invention.

5A and 5B are web pages showing an example of online product registration according to the present invention.

6a to 6d are web pages showing an example of online post management according to the present invention.

Explanation of symbols on the main parts of the drawings

300: storage unit 311: authentication identifier DB

321: Member Information DB 322: Product DB

323: Registered product DB 331: Component DB

332: Assembly Diagram DB 341: Parts DB

342: Component assembly diagram DB 343: Fault type DB

344: Post-processing type DB 351: Post-management DB

352: history information DB

The present invention relates to an online after-sales management method and system, and more specifically, through an online website (Web-site), information about products such as furniture, such as a chair made of components assembled into a number of parts and Online post-management method and system that can provide fast and effective follow-up management by providing failure type and post-processing type, and accurately determining the failure part and failure state of the product and performing A / S accordingly. .

Recently, the purchasing tendency of consumers is influenced by the main functions according to the purpose of using the product, additional functions and design, and the rapid after-sales service (A / Mixed with S). Therefore, in order to meet the needs of consumers (users), a company producing or selling a product may not only manage sales such as the development of various functions and designs for the product, but also respond quickly to the failure of the product after sale of the product. High quality follow-up is required.

Accordingly, each manufacturer or distributor of the product operates an after-sales center for repairing the malfunction of the product.However, in case of purchasing a product such as furniture or electronics, the consumer is required to receive the after-sales service. It is inconvenient to visit A / S center directly with customers, and especially furniture such as chairs requires a separate transportation method, which requires consumers to spend time, money and physical waste. Moreover, even if some parts of the furniture can be easily replaced and repaired, there was a difficulty that the customer had to visit the A / S center directly with the entire product.

In order to solve this problem, each manufacturer or distributor of the product requires the person in charge to visit the customer when repairing the customer's A / S application to repair the product, but the person in charge of the product Since most of the cases are not correctly received the failure state there was a problem that can not be done quickly and accurately A / S. In addition, if the user is not aware of the product structure and function or how to use the product correctly, even if the product is not abnormal, even if the consumer judges the failure status and requests follow-up management, the representative should visit the consumer. Therefore, there is a problem that effective A / S is not achieved.

The present invention was devised to solve the above problems, and to provide an online aftercare method and system for aftercare of products, especially furniture such as chairs.

It is an object of the present invention to provide an online after-sales management method and system that can accurately determine a failure state of a product online and provide the most appropriate A / S for the failure state.

In particular, the present invention provides the information about the product, the failure type and the post-processing type through the online website (Web-site), accurately determine the failure part and the failure state of the product and perform the A / S accordingly. By doing so, it is to provide an online aftercare method and system that can provide prompt and effective aftercare.

For this purpose, the online after-sales management method according to the present invention, a) when the post-management request information is received from the member terminal, transmitting the product registration information registered by the member to the member terminal; b) if product selection information for which at least one product of the products included in the product registration information is selected is received from the member terminal, transmitting component information of the product included in the product selection information to the member terminal; c) if at least one component selected from among the components included in the component information is received from the member terminal, transmitting post-processing information of the component to the member terminal; And d) performing post-processing according to post-processing selection information selected from at least one post-processing type included in the post-processing information from the member terminal.

And, in order to achieve the above object, the on-line after-sales management system according to the present invention, to request the post-management of the product and to sequentially transmit the product selection information, component selection information, post-processing selection information, according to the post-processing response information Member terminal receiving the; The product registration information is transmitted to the post management request of the member terminal, the component information and post processing information corresponding to the product selection information and component selection information are transmitted to the member terminal, and the post processing selection information of the member terminal. A post-management server which transmits post-processing request information to the terminal in charge and receives post-processing response information from the terminal in charge and transmits the post-processing response information to the member terminal; And an after-sales terminal receiving the post-processing request information from the post-management server and transmitting the post-processing response information to the post-management server.

The preferred post-management server of the present invention includes a web server for registering the product purchased by the member as a genuine product online and providing post-management of the registered product through an online website.

DETAILED DESCRIPTION Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings. Embodiments of the present invention described below are intended to process after-care services online for furniture such as chairs. Naturally, it can be applied to various products such as electronic products without departing from the range. For reference, detailed descriptions of well-known functions and configurations that may unnecessarily obscure the subject matter of the present invention will be omitted in the following description.

In addition, the post-management described below includes all the processes occurring after the sale of the product, such as post-processing for repairing a product failure, and member management such as providing information to the members.

1 is a configuration diagram showing an example of an online after-sales management system according to the present invention, a member terminal (1) such as a personal computer (PC) used by a product purchaser (member), at least one member terminal (1) at a remote location ), A post-management server (2) connected to enable data communication, a terminal (3) such as a personal digital assistant (PDA) carried by a person in charge of post-processing during post-management, a network (4), and a wireless communication network (5). It is configured to include). In this case, it is obvious that the member terminal 1 includes a portable terminal using the wireless communication network 5.

The member terminal 1 requests the post-management server 2 through the network (4), the post-management of the product activation, the search for the activated product, the post-processing (A / S) of the product, etc. In this case, the result of the post-processing request is received.

The post-management server 2 stores information on a plurality of members and products, etc., and stores the information or post-processing results of the network according to the post-management request or post-processing request of the member terminal 1. Through 4) to provide to the member terminal (1).

The person in charge terminal 3 receives the post-processing request for the product from the after-care server 2 through the wireless communication network 5, and after the completion of the post-processing by the person in charge, the post-management server 2 Will be sent.

The network 4 refers to the Internet for connecting the member terminal 1 and the post management server 2 to enable data communication.

The wireless communication network 5 is a radio signal (RF) to connect the post management server 2 and the person in charge terminal 3 to enable data communication.

As shown in FIG. 2, the post management server 2 includes a transceiver 100, a processor 200, and a storage 300.

The transmitting and receiving unit 100 is for transmitting and receiving data with the member terminal 1 and the person in charge of the terminal 3, it is natural that can be configured in various ways depending on the type of the network (4) and wireless communication network (5). Do.

The processor 200 processes data transmitted and received through the transceiver 100 and searches data stored in the storage 300, and at least one application for member management, product management, and post-processing. Is mounted, it is preferable to include a middleware (Middleware) that can be managed by optimizing the connection between the data processed in the application or stored in the storage unit 300.

The storage unit 300 stores data such as product identification, member information, product information, component information, post-processing information, and history information. Each data is stored in a relational database. Here, the relational database is a format in which data is expressed in a simple table rather than a hierarchical structure. The relational database may refer to data stored in one record and stored in another record. They can be associated with each other, allowing the manipulation of complex data. Particularly, in the present invention, product information, product assembly diagram, component information, component assembly diagram, component information, failure type information, processing type information, etc., which will be described below, are stored in different records, and each data is matched to various types. Information will be provided.

The storage unit 300 is an authentication identifier DB (Data Base) 311 that stores an authentication identifier for product activation, a member information DB 321 that stores information about a member, and a product that is produced or sold. A product DB 323 in which information about the product is stored, a registered product DB 322 in which information of a product registered as a genuine product by the member in the product DB 323 is stored, and individual information about each component constituting the product is stored. The component DB 331 which is a component, the product assembly diagram DB 332 which stores the assembly degree of the product matched with the component, the component DB 341 which stores the information about the components constituting the component, and matched with the component Component assembly diagram DB 342, a failure type DB 343 in which information on the failure type for each component is stored, a post-processing type DB 344 in which information on the post-processing type for each failure type is stored, and registered as the genuine product Written products, contents of post-treatment and progress The equipment includes a post management DB 351 and a history information DB 352 for storing post-processing results for each product.

 When the network 4 is the Internet, the post-management server 2 refers to a web server that provides a web page on the Internet. Hereinafter, the post-management server 2 and the web server will be described as the same. .

Hereinafter, the operation of the online after-care system according to the present invention configured as described above will be described in more detail.

First, the membership of the purchaser who purchased the product and the activation process of the product are shown in FIG. 3, and the web pages provided on the Internet are shown in FIGS. 5A and 5B.

The purchaser (or member) accesses the home page of the site provided by the post-management server 2 through the network 4 using the member terminal 1 (S101), and You will be activated. At this time, if the buyer is not registered as a member (S102), through the predetermined procedure for registering as a member on the site is registered as a member (S103), the registered member is the member's identifier (ID: Identifier) and The user logs in by entering a password (S104). Here, the member information is stored in the member information DB 321 of the storage unit 300.

When the login is completed, the post-management server 2 provides a web page including a button for activation, and the member clicks on the activation button to identify the authentication identifier of the product he purchased. In the authentication identifier input field (a) of the web page, such as (S105). In this case, the information to be input by the member may add the place of purchase of the product, the date of purchase, etc. according to the needs of those skilled in the art. It refers to the product unique identifier written in numbers or letters, etc. It is natural that various forms of product unique identifier and a notation method can be applied according to the needs of those skilled in the art.

The post management server 2 compares the input authentication identifier and the authentication identifier stored in the authentication identifier DB (311) of the storage unit (S106) (S106), if the validity of the corresponding authentication identifier is recognized (S107), the The product information is retrieved from the product DB 322 and stored in the registered product DB 323. The registered product DB 323 is stored for each member stored in the member information DB 321 and stored (S108). At this time, the post-management server 2 provides a web page as shown in FIG. 5B to inform the member terminal 1 that the corresponding product is registered as a genuine product.

If the member does not have a product to additionally register (S109), by logging out of the corresponding site (Log-out) (S110), the genuine product registration for the purchased product is completed.

And, if the product is not activated for activation (S107), check whether there is a product to be activated (S109), so that you can try to activate again, or as shown in Figure 3 to the member Providing a pop-up window or web page guiding a method of distinguishing genuine products (e.g., having a trademark or the like attached or formed at a specific location of the product) (S111), and preferably a member When connecting, by providing the pop-up window or web page, to prevent the purchase of a non-genuine product. At this time, according to the needs of those skilled in the art can be directly informed by comparing the pictures and the like taken genuine and similar products.

Post-processing procedures of the registered product as described above are shown in Figures 4a and 4b, the web page provided on the Internet is shown in Figures 6a to 6d.

When an error or failure occurs in the purchased product, the member accesses the homepage provided by the post management server 2 using the member terminal 1 (S201) and logs in (S202). The web page provided after the login is provided with a button for post management such as changing personal information of a member, information of a manufacturer or a seller of a product, and a post-processing request of a product registered as a genuine product.

The member clicks the post-processing request button to request post-processing of the product registered as a genuine product (S203), and the post-management server 2 according to the post-processing request as described above, registers the DB (323). Search the data stored in the (S204), and generates a list of information, such as photos, names, and the like of the searched product (S205) to provide a web page as shown in Figure 6a (S206).

The member selects an 'AS application' button (b) corresponding to a product (for example, a chair) for post-processing in the product list as shown in FIG. 6A (S207), and the post-management server 2 is the post-mortem. When a product for processing is selected, the component information matched with the corresponding product in the product DB 322 is searched in the component DB 321 and the product assembly diagram DB 332 (S208), and provided as a web page as shown in FIG. 6B. (S209).

The member selects a component of the product for post-processing (for example, a flat iron supporting the back) c in the assembly diagram of the product as shown in FIG. 6B (S210), and the post-management server 2 is a component From the data stored in the DB 341 and the component assembly DB 342, the component assembly corresponding to the selected component (equal flat iron) and the information on the parts constituting the component are searched (S211), as shown in FIG. 6C. Provided as a web page (S214). At this time, the post-management server (2) has a failure type DB (343) stored the failure type information (d) for each component of the component and the post-processing type DB (344) stored the post-processing type information (e) for each failure type. Search (S212) (S213), and provide it in the web page of FIG. 6C.

In the assembly of the component as shown in Figure 6c, the member checks the information of the part to receive post-processing, and the corresponding part (for example, the back fastening bolt) and the failure type of the part (for example, the back fastening bolt Bending) and post-processing type (for example, mailing the corresponding parts), and the post-management server 2 receives the information selected by the member (S215) and stores the post-management DB 351. As shown in FIG. 6D, a web page informing that the post-processing requested by the member is received is provided. Thereafter, the member is logged out (S217) if there is no post-processing request of the additional product (S217).

When the post-processing request of the member is completed as described above, the post-management server sends the requested post-processing request information to the terminal 3 of the person in charge of the post-processing through the wired communication network or the wireless communication network 5. The person in charge handles the post-processing request information transmitted to the person in charge terminal 3, and inputs the processing result into the person in charge person terminal 3 to transmit it to the aftercare server 2. Here, the person in charge is the person in charge of the delivery request to the delivery company, if the post-processing type is 'parts delivery', the person in charge of consulting with the buyer if the post-processing type is 'post-processing', If the treatment type is 'visit processing', it is natural to refer to the person in charge of repair.

The post-management server 2 stores the post-processing result transmitted from the person in charge of the terminal 3 in the history information DB 352 and utilizes it as history information of the product and the member, and the history information is a service quality for the member. Of course, it helps to improve the function and reliability of the product.

In addition, the post-processing information includes the component assembly degree, the component data, the failure type for each component, the post-processing type for each component, and the types of tools (for example, a screwdriver, a hexagon wrench, a spanner, etc.) required for parts replacement. ), Shape and size information may be further included, and by providing information on the tool together with the component assembly diagram, the member may facilitate replacement of the delivered parts. In particular, the post-processing information to check whether the delivery of the tool, so that if the member does not possess or purchase the tool, by requesting the delivery of the tool, there is no tool to replace the parts To prevent them.

Finally, the online follow-up method according to the present invention can be written in a computer program. Codes and code segments constituting a program based on the disclosed method in the Internet content providing field can be easily inferred by a computer programmer in the art. Such an online after-care program on the Internet is stored in a computer-readable recording medium, and can be implemented by an online after-care method by being read and executed by a computer.

Although the present invention has been described in detail with reference to the preferred embodiments, those skilled in the art to which the present invention pertains can implement the present invention in other specific forms without changing the technical spirit or essential features, The examples are to be understood in all respects as illustrative and not restrictive.

In addition, the scope of the present invention is specified by the appended claims rather than the detailed description, and all changes or modifications derived from the meaning and scope of the claims and their equivalent concepts are included in the scope of the present invention. Should be interpreted as

As described above, through the online website (Web-site), it provides information about the product, failure type and post-processing type, accurately determine the failure part and the failure state of the product and perform A / S accordingly. By doing so, there is an effect that can provide fast and effective follow-up management.

In addition, the history information in which the post-processing result is stored may be used as a reference for improving the function and reliability of the product as well as improving the service quality for the member.

In particular, by providing a product assembly diagram in which the components of the product appear, and selecting any one of the components shown in the product assembly diagram, by providing a component assembly in which the parts of the selected component appears, the member (product user) is the component or part There is an effect that can facilitate the replacement of.

In addition, by providing the member (product user) with information such as the shape and size of the tool required to replace the component or part, and providing the tool to the member if necessary, it is not possible to replace the delivered component or part. There is an effect that can be prevented.

Claims (19)

How to manage products and post-processing online, a) if after-sales management request information is received from the member terminal, transmitting the product registration information registered by the member to the member terminal; b) if product selection information for which at least one product of the products included in the product registration information is selected is received from the member terminal, transmitting component information of the product included in the product selection information to the member terminal; c) if at least one component selected from among the components included in the component information is received from the member terminal, transmitting post-processing information of the component to the member terminal; And and d) performing post-processing according to the post-processing selection information selected from at least one post-processing type included in the post-processing information from the member terminal. The method of claim 1, Before step a) above, Receiving an authentication identifier assigned to the product from the member terminal; Confirming validity of the authentication identifier; And And if the authentication identifier is legitimate, including the product in the product registration information. The method of claim 1, The method of performing the post-treatment of step d), d-1) transmitting post-processing request information according to the post-processing selection information to a person in charge of the terminal; d-2) receiving post-processing response information on the progress or the processing result of the post-processing from the person in charge terminal; And d-3) further comprising the step of transmitting the post-processing response information to the member terminal. The method of claim 3, wherein and d-4) storing the processing result of the post processing in a history database. The method according to any one of claims 1 to 4, The component information further includes a product assembly diagram, In step b), b ') Online after-sales management method characterized in that the transmission of the component information of the product including the product assembly diagram to the member terminal. The method of claim 5, The post-processing information further includes component assembly diagrams, component data, and component failure types. In step c), c ') An online after-sales management method comprising transmitting to the member terminal a post-assembly information including a component assembly diagram showing an assembly state of a component constituting a component and component data and failure type information for each component. The method of claim 6, The post-processing information is an online post management method, characterized in that it further comprises information on the type, shape, size of the tool required for the replacement of parts. The method of claim 1, The post-processing type is an online post-management method, characterized in that it comprises at least one of parts delivery, post-processing, visit processing. The method of claim 8, The post-processing type is an online post management method, characterized in that it further comprises whether or not the delivery of the tool required for the replacement of parts. In a system that manages products and post-processing online, A member terminal requesting post-management of the product, sequentially transmitting product selection information, component selection information, and post-processing selection information, and receiving post-processing response information accordingly; The product registration information is transmitted to the post management request of the member terminal, the component information and post processing information corresponding to the product selection information and component selection information are transmitted to the member terminal, and the post processing selection information of the member terminal. A post-management server which transmits post-processing request information to the terminal in charge and receives post-processing response information from the terminal in charge and transmits the post-processing response information to the member terminal; And And an after-sales terminal receiving the post-processing request information from the post-management server and transmitting the post-processing response information to the post-management server. The method of claim 10, The post management server, An authentication identifier database in which an authentication identifier for authentication of a product is stored; It includes a registered product database for storing the product registration information, Receiving an authentication identifier for the product from the member terminal, comparing the authentication identifier stored in the authentication identifier database to confirm the legitimacy, and if the authentication identifier is justified, the product is included in the product registration information, and as a result Online after-sales system, characterized in that for transmitting to the member terminal. The method of claim 10, The post management server, A product database in which product information is stored; A product assembly database for storing the assembly of the product; And It includes a component database that stores data for each component constituting the product, The component information includes on-line follow-up management system, characterized in that including the information on the assembly and the components of the product. The method of claim 10, The post management server, A component database in which information about components of the product is stored; A component assembly database storing the assembly diagram of the component; A parts database for storing information on parts of the components; A failure type database for storing failure type information according to the type of the component; And It includes a post-processing type database that stores the post-processing type information according to the failure type, And the post-processing information includes an assembly diagram of the component, information on a part, failure type information, and post-processing type information. The method of claim 10, The post management server, It includes a history database that stores the post-processing of the product, Online after-sales management system, characterized in that for storing the post-processing response information received from the person in charge terminal in the history database. A web server that provides a site for managing products and post-processing online, Providing a logged-in member with a main web page including a post-processing request button; Providing a product list web page showing a list of products registered by the member according to the post-processing request; Providing a product drawing web page showing a product assembly diagram in which the components of the selected product in the product list are displayed; A function of providing a post-processing web page showing a component assembly diagram for the component selected in the product drawing, a failure type list for each component constituting the component, and a post-treatment type list for each failure type; And And an online post management web server including a function of providing a reception result web page showing a post processing reception result according to the selection of the post processing type. The method of claim 15, On-line post-management web server, characterized in that it further comprises a function for providing a progress information web page showing the post-processing progress according to the post-processing reception. The method according to claim 15 or 16, On-line post-management web server, characterized in that it further comprises a function for providing a processing result web page showing the post-processing result according to the post-processing reception. The method of claim 15, Including the activation button on the main web page, A function of displaying an activation web page for inputting an activation identifier according to activation; If the inputted activation identifier is justified, the online activation further includes a function indicating that the activation is successful, and if the activation identifier is not justified, an authentication result web page indicating that activation is failed. Post Management Web Server. The method of claim 18, And if the activation fails, further comprising a function of displaying a web page showing a method of distinguishing genuine products.

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