WO2004049223A1

WO2004049223A1 - Device and method for calculating charge for support service

Info

Publication number: WO2004049223A1
Application number: PCT/JP2002/012371
Authority: WO
Inventors: Hideki Ise; Takashi Tanifuji
Original assignee: Fujitsu Limited
Priority date: 2002-11-27
Filing date: 2002-11-27
Publication date: 2004-06-10
Also published as: JPWO2004049223A1

Abstract

A support service charge calculating device comprises an accumulating means for accumulating in a storage means information on the use of the support service by customers during the support service providing period concerning an information processor provided to the customers on the condition that the customers pay a fixed charge, a calculating means for calculating the cost on the use during the providing period by using information on the use, and a determining means for determining the amount to be returned to the customers from the fixed charge when the relationship between the fixed charge and the use charge satisfies a predetermined condition.

Description

Apparatus and method for calculating fee for support service

Technical field

The present invention relates to an apparatus and method for calculating a fee for a support service for a customer's information processing apparatus.

Light

Background technology

In recent years, in order to realize stable operation of increasingly large-scale and complex systems, information processing devices (PCs, server devices, etc.) purchased by customers are provided by support companies such as providers via the Internet ゃ leased lines. Sabot services that provide maintenance, monitoring, and operational support are attracting attention.

This support service provides the following services to customers, provided that the customer pays a fixed fixed fee at the time of contract. For example, for a fault that has occurred in a customer's equipment, the problem will be solved (recovery from the fault) by remote dispatch of a technician or remote operation by a support staff. If a failure occurs in the customer's equipment, replace the failed part. In addition, inquiries by telephone or e-mail from customers regarding hardware, firmware, software, etc.

Supports Q & A method.

Traditionally, customers who enjoy the provision of support services have concluded a contract with the support service provider for the provision of the support service and paid a fixed fixed fee at the time of the contract.

As a result, customers who do not experience system failures or who do not need to ask questions about the system will be more expensive than customers who use the support service at any time.

In addition, the support service was designed to accept any number of questions during the contract period if the customer pays a fixed fee. For this reason, depending on the customer, a service that can be resolved by, for example, using the help function or referring to the manual In some cases, the service provider asked questions about problems that the customer was planning to resolve. Therefore, some questions from customers were those that required the advice and answers of the service provider and those that did not. Since the service provider does not know the content of the question unless it is actually answered, personnel who can accept all questions that require advice and answers appropriately and respond to all questions from customers smoothly It was necessary to secure

In addition, the support service had a form in which the customer could select the repair method and the parts required for the repair were paid out of a fixed fee. For this reason, in the event that a device subject to support service breaks down, instead of using a repair method that takes time to identify the failed part and repairs / replaces that part in order to reduce the downtime of the equipment, In many cases, a repair method was selected in which all parts considered to be causing the failure were replaced. In the latter case, parts that do not need to be replaced were subject to replacement, and the cost of parts required for repair tended to increase.

In light of the above, the service provider needs to allocate a large number of personnel to respond to a large number of questions, and keep the cost of replacement parts within the cost of the service provider. Was. Therefore, the service provider had to set a fixed fee higher in order to make profit for the support service.

As described above, the fee for some of the customers who do not use the conventional support service was expensive. Also, on the service company side (provider side), the support service that was set up at a relatively high price could not increase the number of subscribers, and as a result, sales did not increase.

Other techniques related to the present invention include “information processing apparatus and method, and providing medium” in JP-A-2001-22843, and JP-A-2000-30009. No. 9 “Payment System and Billing Method Using Recording Medium” is available. Disclosure of the invention

The present invention has been made in view of such a problem. That is, one of the objects of the present invention is to provide a fee calculation device capable of increasing the number of support service contractors and promoting the number of contract subscribers. Another object of the present invention is to provide a fee calculation device capable of reducing a fixed fee for a support service.

The present invention employs the following means in order to solve the above problems. That is, the present invention provides a storage unit for storing, in a storage unit, information on a customer's use result of a support service during a period of providing a support service for an information processing apparatus provided on condition that the customer pays a fixed fee. When,

Calculating means for calculating, as a usage fee, a cost for the usage result during the provision period using the information on the usage result,

Determining means for determining an amount to be returned to the customer from the fixed fee when the relationship between the fixed fee and the usage fee satisfies a certain condition;

It is a fee calculation device related to a support service including:

Preferably, the storage means stores, in the storage means, information on the contents of each service provided to the customer as information on the customer's usage record,

The calculation means calculates the usage fee by summing up costs prescribed in advance according to the contents of the individual services stored in the storage means,

The determining means may determine the amount to be returned with an upper limit of the fixed fee minus the usage fee.

The present invention also relates to a storage means for storing, in a storage means, information on a customer's actual use of a support service during a support service provision period for an information processing apparatus provided on condition that the customer pays a fixed fee. ,

When the customer renews the provision of the support service, a means for determining a discount of the fixed fee for the provision period related to the renewal based on the usage fee is determined by the fee calculation device for the support service. is there.

The calculation means calculates the usage fee by summing up costs prescribed in advance according to the contents of the individual services stored in the storage means, The determination means may determine the discount amount up to an amount calculated from the fixed fee and the usage fee according to certain conditions.

The present invention may be a method in which a computer executes any of the above processes. Further, the present invention may be a program for causing a computer to realize any of the above functions.

According to the present invention, in a support service provided by a customer paying a fixed fixed amount at the time of contract, a system capable of managing information on service use results for each customer using a table is configured, and the managed table information is The center installed a device that calculates the cost for the actual service usage using the data and calculates the amount to be cashed back from the relationship with the fixed fee and the discount for the fixed fee when renewing the contract.

As a result, the center can handle, for example, a question (inquiry) from a customer as a service use record and can be charged. If the customer's equipment breaks down, the price corresponding to the replacement part used for repair can be recorded as service use performance for each part. On the other hand, the customer endeavors to qualify for the discount. For example, do not ask questions that you can solve yourself. If the equipment breaks down, select an inexpensive repair method. As a result, on the center side (service provider side), costs related to support services are reduced, and fixed charges for support services can be reduced, which can lead to an increase in the number of contractors and promotion of contract subscribers. BRIEF DESCRIPTION OF THE FIGURES

FIG. 1 is a schematic explanatory diagram of the support service system according to the first embodiment,

FIG. 2 is a block diagram showing an example of the system of the user terminal 1, FIG. 3 is a system configuration diagram in the center,

FIG.4 is an example of the data structure of the device configuration 'setting information table 60,

FIG.5 is an example of the data structure of the customer information table 61,

FIG. 6 is an example of the data structure of the abnormality notification storage table 62. FI G. 7 is an example of the data structure of the query content storage table 63.

F I G. 8 is an example of the data structure of the service performance table 64,

F I G. 9 is an example of the data structure of the service cost table 65,

F I G. 10 is an example of the data structure of the service contract table 66,

F I G.11 1 uses the center server as an event for abnormalities in user terminal 1.

2 is an example of a process flow diagram for notifying 2,

FIG. 12 is an example of a process flow diagram for notifying the center server 2 of the change in the system configuration and setting information in the user terminal 1 as event information.

FIG.13 is an example of a processing flow diagram that functions with the data linkage system 4.

FIG. 14 is an example of a process flow diagram functioning by the telephone linkage system 5, and FIG. 15 is an example of a process flow diagram functioning by the service support system 6.

FIG.16 is an example of a processing flow for managing services implemented based on the processing flow shown in FIG.15 as service results,

F I G. 17 is an example of a processing flow diagram that functions with the fee collection system 7,

FIG.18 is an example of a processing flow diagram in which the results of the support services used by each user are totaled by the usage result totaling program.

FIG. 19 is an example of a calculation process for converting support service contents, which are totalized by the usage result totaling program, into a monetary basis. BEST MODE FOR CARRYING OUT THE INVENTION

Hereinafter, preferred embodiments of the present invention will be described with reference to the drawings.

<< Embodiment >>

Hereinafter, the support service system according to the embodiment of the present invention will be described with reference to FIGS.

This will be described with reference to the drawings in FIG.

FIG. 1 is a schematic explanatory diagram of the support service system according to the present embodiment. This support service system supports the payment of a fixed fixed fee For users who are service contractors (service recipients) who receive the services, the amount of service fee cashback and the amount of discount at the time of renewal contract according to the service usage record of each user Is calculated. This support service system includes a center server 2 installed at a support service center that provides support services.

The center server 2 manages various information generated at the time of providing the service and totals the use results of the service. The center server 2 includes a data linkage system 4, a telephone linkage system 5, a service support system 6, a charge aggregation system 7, and an aggregation server 3, and the aggregation server 3 is connected between these systems 4 to 7. Send and receive information required for support services at.

The data linking system 4 is connected via a network to a user terminal 1 which is an information processing device to be supported, and provides services by exchanging information between the user terminal 1 and the support service center. It manages information about terminal 1 and its users (customers). The telephone cooperation system 5 manages information generated when a service is provided between the user of the user terminal 1 using a telephone and the support service center through conversation. The service support system 6 manages information on a specific service provided to the user by linking with the data link system 4 and the telephone link system 5. The fee collection system 7 manages the amount (cost) of the service actually provided to the user based on the support service contract.

Here, when receiving the support service, the user pays a fixed fixed fee in advance to the service provider in cooperation with each system 4 to 7. The aggregation server 3 calculates the cost according to the service performance used by the user at the end of the contract period of the user, and the cost according to the service performance is fixed under a fixed condition in relation to the paid fixed fee If it satisfies, calculate the amount to cache a part of the fixed fee to the user. When the user continues to subscribe to the support service (renews the contract), the aggregation server 3 uses the next contract (renewed) instead of calculating the amount to be cached. Contract period) Calculate the discount amount for the fixed fee for.

The services provided as support services are as follows.

(1) Service by data network cooperation between user terminal 1 and center server 2 The user terminal notifies center server 2 of the following information (event information) notification as an event.

① Notification of customer information

② Notification of system configuration and version number in user terminal 1

③ Notification of system failure information in user terminal 1

通知 Notification of warning information of system failure in user terminal 1

The system in the user terminal 1 includes hardware, firmware, and software.

On the service center side, the data linkage system 4 of the center server 2 receives and manages the event information notified by the event, and the following service can be provided based on the event information. The following shows examples of services that can be provided.

(1) Download the firmware / software managed by the data linking system 4 of the center server 2 to the user terminal 1 based on the event information notified by the events 1 to 4, and update the firmware / software. And apply patches.

(ii) The service center's service personnel operate the user terminal 1 by remote operation via the network to update the firmware and software and apply patches, thereby solving problems on the user side.

(iiii) Post the event information notified by events (1) to (4) on a Web site that can be viewed by the user, and assist the user in operating the user terminal 1.

(2) Service by linking the telephone network between the user and the service staff at the center Providing a Q & A service (question and answer service) using the telephone between the administrator (user) of the user terminal 1 and the service staff at the center I do. That is, the service person provides an answer to the user's telephone question. When the user calls the center, On the data side, the operator determines the type of inquiry from the user and connects to the support staff in charge. This operation by the operator may be an operation using CTI (Computer Telephony Integration). That is, the user himself / herself may operate the push button of the telephone according to the guidance from the computer on the center side to connect to the intended service person.

(3) Services other than (1) and (2) above

The center provides the following services to users.

(i) Provision of hardware replacement parts

(ii) Provision of recording media on which firmware and software are recorded (revised or patched)

(iii) Provide the latest hardware, firmware, software information and the latest technology in writing, etc.

(iv) Dispatch technicians to users to solve hardware, firmware, and software problems.

User terminal>

FIG. 2 is a block diagram showing an example of a system of the user terminal 1. The user terminal 1 is a computer such as a computer (PC), a workstation (WS), or a server machine. Although not shown, a processor such as a CPU, a main storage device, an auxiliary storage device, and a communication control device. It has a device, an input device, and an output device. A dedicated program for executing an event on the center server 2 is installed in the auxiliary storage device. The dedicated program is provided by the service provider, for example, by the user concluding a support service contract, and is installed before the start of the service provision period (contract period).

As shown in FIG. 2, the user terminal 1 has a communication unit 10, a control unit 11, an event information generation unit 12, and a system information storage unit 13 by executing a dedicated program. Functions as a device. The control unit 11 acquires customer information and system configuration / version information, and stores them in the system information storage unit 13. Further, the control unit 11 constantly monitors the log of the processing performed by the user terminal 1, detects a system failure or warning, and stores the information in the system information storage unit 13. The event information generation unit 12 generates event information according to the event based on the information stored in the system information storage unit 13 I do. The communication unit 10 transmits the event information to the center server 2. Various existing communication protocols (HTTP, FTP, SMTP, etc.) can be used as a means of transmitting event information. The system information storage unit 13 stores a log recorded by the control unit 11 and information on the configuration and settings in the system detected by the control unit 11. The stored information is read when generating event information to be notified to the center.

The user terminal 1 periodically executes the above events (1) and (2), and executes the events (3) and (4) when a failure or a warning of the failure is detected by monitoring the log.

FIG. 3 is a system configuration diagram in the center. FIG. 3 shows an example in which the aggregation server 3 and each of the systems 4 to 7 shown in FIG. 1 are realized as a center server 2 on one server machine. However, the system in the center can be configured with one or more computers that realize the functions of the totaling server 3 and the systems 4 to 7. For example, each of the functions 3 to 7 may be realized by one computer, and five computers may be configured to cooperate with each other.The computer that realizes the systems 4 to 7 and the aggregation server 3 are realized. It may be composed of a computer. The aggregation server 3 and the systems 4 to 7 are realized by a CPU (not shown) executing an application program for realizing these.

The data linkage system 4 shown in FIG. 3 receives the event information notified from the user terminal 1.

The data linkage system 4 includes a device configuration / configuration information table 60 for storing the system configuration and version number information in the user terminal 1, a customer information table 61 for storing user information of the user, and notification as event information. Connected to the abnormality notification storage table 62 that stores abnormal messages indicating the failures and warnings that have been received, and stores the event information received from the user terminal 1 according to the type of each table 60, 61, and 6. Stored in 2 and managed. The data linkage system 4 also provides an environment in which user terminals download firmware and software, and supports remote control of user terminals 1. It can also manage the functions of providing an environment for the user and providing a Web site that can be browsed by the user of the user terminal 1.

The telephone link system 5 is connected to the tables 62 and 63, and when the center receives a telephone inquiry from each user, if the content of the inquiry is a notification of an error, it is sent as an error message. Stored in the abnormality notification storage table 62 and managed. The contents other than the notification of the abnormality are stored and managed in the inquiry content storage table 63.

The service support system 6 stores information relating to the contents of the support service for each error message registered in the abnormality notification storage table 62 and the inquiry contents registered in the inquiry content storage table 63 3 into the service record table connected to itself. Store in 6-4. Further, the service support system 6 is connected to a service cost table 65, and defines a service cost corresponding to each service content registered in the service performance table 64 in advance.

The charge totaling system 7 stores information on the contract contents of the support service contracted by the user in the service contract table 66 connected thereto.

The aggregation server 3 is connected to the customer information table 61, service performance table 64, service cost table 65, and service contract table 66, and the service performance used by the customer during the contract period Calculate the cash-back amount or the discounted amount of the contract fee for the next term by summing up the costs for the service and comparing it with the fixed amount of the service fee paid in advance by the user. .

Note that the service support system 6 described above corresponds to the storage unit of the present invention. The service record table 64 corresponds to the storage unit of the present invention. Further, the counting server 3 corresponds to the calculating means and the deciding means of the present invention.

Data Structure>

Next, the data structure of each of the tables 60 to 66 will be described.

FIG. 4 shows an example of the data structure of the device configuration / setting information table 60. Apparatus Configuration · The setting information table 60 registers information on the apparatus to be supported by the support service for each apparatus. Each column of the table shown in FIG. 4 corresponds to one record of the device configuration and setting information table 60, and information on one target user terminal is stored. Hold. The record of the device configuration 'setting information table 60 includes fields indicating a device ID, hardware configuration information, hardware configuration information, software configuration information, software configuration information, firmware configuration information, and firmware configuration information. I have.

The device ID is a number that uniquely identifies the terminal for which the support service is to be provided. The hardware configuration information, the hardware configuration information, the software configuration information, the software configuration information, the firmware configuration information, and the firmware configuration information are information about the system in the user terminal 1.

Such information is notified by an event that is periodically executed on the user terminal 1 and registered in the table 60. When there is an update or change in the notification content, the corresponding record is updated and registered. Therefore, the table 60 holds and manages the latest system status in each user terminal 1.

FIG. 5 shows an example of the data structure of the customer information table 61. The customer information table 61 registers information on the user who owns the user terminal 1 to be supported. Each column of the table shown in FIG. 5 corresponds to one record of the customer information table 61 and holds information about one user. The record of the customer information table 61 has fields indicating a device ID, a customer name, an address, an administrator name, and an administrator contact address.

FIG. 6 shows an example of the data structure of the abnormality notification storage table 62. Abnormal notification storage table 6 2 indicates that, when a failure occurs in the user terminal 1 based on the log monitoring, it is determined that it is necessary to notify the user of a failure or an abnormal message that prompts the suspicion of the failure. Register the contents of the event information notified to. Or, register the contents to notify an error in response to an inquiry from the user. Each row of the table shown in FIG. 6 corresponds to one record of the abnormality notification storage table 62, and holds information on one target terminal. The record of the abnormality notification storage table 62 has fields indicating a device ID, an occurrence date, an abnormality message, detailed information, and identification information. These pieces of information are registered based on the event information notified from each user terminal 1 via the network or the content of the inquiry from the user. In the identification information, an identifier is registered as identification of whether the notification is from a network or a telephone. FIG. 7 shows an example of the data structure of the query content storage table 63. Inquiry contents storage table 63 registers the contents of inquiries other than the contents of notification of abnormality when each user using user terminal 1 makes an inquiry to the center by telephone. Each row of the table shown in FIG. 7 corresponds to one record of the query content storage table 63, and holds information on one target terminal. The record of the inquiry content storage table 63 has fields indicating a device ID, an occurrence date, an inquiry content, and detailed information.

Fig. 8 shows an example of the data structure of the service record table 64. The service performance table 64 registers the performance of the support service for each user terminal 1. Each row of the table shown in FIG. 8 corresponds to one record of the service record table 64, and holds information on one target terminal. The record of the service record table 64 has fields indicating a device ID, a service start date, a service completion date, and service contents.

FIG. 9 shows an example of the data structure of the service cost table 65. Service cost Table 65 registers the service cost corresponding to each service content. Each row of the table shown in FIG. 9 corresponds to one record of the service performance table 65 and holds cost information for one service content. The record of the service record table 65 has fields indicating service contents and service cost. These pieces of information are read at the time of counting the use results of the support service.

FIG. 10 shows an example of the data structure of the service contract table 66. The service contract table 66 registers the contract contents of the support service contracted by the user. Each row of the table shown in FIG. 10 corresponds to one record of the service contract table 66, and holds the contract contents for one terminal that has subscribed to the service. The record of the service contract template 66 has fields indicating a device ID, a contract start date, a contract completion date, and a service fee. This information is registered when the user subscribes to the support service. The service fee here is a fixed fee at the time of contract. This service fee is read out at the time of counting the use results of the support service.

<Processing at user terminal> Next, the processing of the user terminal 1 will be described with reference to FIGS. The following processes shown in FIGS. 11 and 12 are realized by a dedicated program executed on a CPU (not shown) of the user terminal 1. The processing shown in FIGS. 11 and 12 is always performed from the time the user terminal 1 is started to the time it is stopped.

FIG. 11 is an example of a process flow diagram of detecting an abnormality in the user terminal 1 and notifying the center server 2 of the abnormality as event information. This process mainly operates with the event information generation unit 12. First, a log is periodically read from the system information storage unit 13 (S1). Then, the read log is analyzed to determine whether there is a new message (S2). When it is determined that there is a new abnormal message, it is determined whether the message is a message to be notified to the center (S3). That is, it is determined whether or not there is a message (abnormal message) indicating an abnormality or a suspected abnormality found in the user terminal 1. If it is determined that the message should be notified, detailed information indicating the content of the abnormal message is obtained (S4). The acquired detailed information is passed to the communication unit 10 together with the error message, and transmitted as event information to the center server ₂ via the communication unit 10 and the network (s Five ) . The transmitted information is stored in the abnormality notification storage table 62 in the data linkage system 4.

FIG. 12 is an example of a processing flow diagram for detecting a change in the system configuration setting information in the user terminal 1 and notifying the center server 2 as event information. This process is mainly performed by the event information generation unit 12. First, the old configuration information in the system is periodically read from the system information storage unit 13 (SI1). Next, the current configuration in the system is detected in the control unit 11 (S12). For this detection, for example, a configuration such as whether or not there is a new hardware interface in the user terminal 1 may be performed based on the log of the system II. Then, it is compared whether or not there is a difference between the old configuration information read from the system information storage unit 13 and the detected current configuration information (S13). If there is a difference, detailed information for notifying as event information is obtained (S14). The acquired detailed information is passed to the communication unit 10 and transmitted as event information from the communication unit 10 to the center server 2 via the network (S15). Sent The information is stored in the data link system 4 in a device configuration / setting information template 60.

Next, the processing of the center will be described according to FIGS. 13 to 17.

FIG. 13 is an example of a processing flow diagram that functions with the data linkage system 4. The event information notified using the network is processed in the data linkage system 4 by the data linkage program shown in FIG.

First, the service center receives the event information notified from the user terminal 1 via the network (S21). It is determined whether the received event information is an abnormal message in the user terminal 1 (S22). If the message is an error message, it is stored in the error notification storage table 62 (S23). If the message is not an abnormal message, it is determined whether the message is a notification of a change in the system configuration and settings in the user terminal 1 (S24). If the notification is a notification of a change in the system configuration setting, the notification is stored in the device configuration / setting information table 60 (S25). As a result, the support service center 2 can store the event information received from the user terminal 1 through the network according to the purpose, and can provide the best support service to each user terminal 1. it can.

FIG. 14 is an example of a processing flow diagram that functions with the telephone linkage system 5. Information notified using a telephone is processed by the telephone linkage program shown in FIG. 14 in the telephone linkage system 5. You.

First, at the support service center 2, the operator receives a telephone call from the user (S31). Next, the contents of the inquiry are determined. First, it is determined whether or not the content of the dialogue with the user is information relating to an abnormality in the user terminal 1 (S32). If the content is to notify an abnormality, it is stored in the abnormality notification storage table 62 (S33). If the content is not to notify an abnormality, it is determined whether the content is related to Q & A for the user terminal 1. Is determined (S34). If it is a Q & A for the user terminal 1, it is stored in the inquiry content storage table 63 (S35). As a result, The data side can manage the information received from the user terminal 1 through the telephone according to the purpose, and can provide the best support service to each user terminal 1.

FIG. 15 is an example of a processing flow diagram that functions with the service support system 6. The information from the user stored by the functions of the data linkage system 4 and the telephone linkage system 5 is provided to each user as a specific support service by the service support program shown in FIG. 15 in the support support system 6. Provided.

First, the contents of the inquiry content storage table 63 are read (S41). Then, it is determined whether there is any new inquiry content in the inquiry content storage table 63 (S42). If there is a new inquiry content, it is registered in the service record table 64 (S43). For example, the date of occurrence registered in the inquiry content storage table 63 may be registered as the service start date and the service completion date in the service result table 64. In addition, the inquiry contents and detailed information of the inquiry contents storage table 63 may be registered as service contents of the service record table 64. That is, the performed Q & A is registered as a record in the service record table 64 as the service record. Next, an error message is read from the error notification storage table 62 (S44). The read error message is determined by the support staff at the center as to whether support is required (S45). If it is determined that support is required, the center supporter determines the specific service content for the abnormal message (S46). At this time, the start date of the support service and the contents of the service to be performed are registered in the service record table 64. Then, it instructs the support staff who is suitable for the start date and service content to execute the support service (S47). If it is determined that the support is not necessary, it is registered in the service record table 64 as an inquiry or an event (S48). As a result, the center can regard the event notification or inquiry received from the user terminal 1 or the user as a service use record and treat it as a billing target.

FIG. 16 is an example of a processing flow for managing services performed based on the processing flow shown in FIG. 15 as service results. A report on completion of the service is received from the support staff who provided the support service (S49). The support staff of the center receiving the report registers the completion date of the support service in the service performance table 64 (S50). This enables the center to manage the implemented support services as service results.

FIG.17 is an example of a processing flow diagram that functions by the charge totaling system 7. When a user subscribes to a support service, the contents of the contract are managed by the fee aggregation system shown in FIG.

First, a user signs a support service contract (S51). This contract basically represents a new contract, but may be a continuing contract for the next term. Next, after receiving the support service contract, the support staff of the center registers the contract contents, the contract start date, the contract completion date, and the service fee in the service contract table 66 (S52). At this time, if the contract is a continuation of the next term, renew the registration. This allows the center to manage the support service contracts for each user.

FIG. 18 is an example of a processing flow diagram in which the results of the support services used by each user are totaled by the usage result totaling program. This program works on the last day of the support contract period on the Aggregation Server 3, and converts the use results of the support services implemented for each device into a monetary basis, and converts the results into the support service results of each user. Offer discounts accordingly.

First, the service contract table 66 is read out, and the device ID to be processed is determined (S61). Next, the service record table 64 is read, and the service contents used for each device ID are extracted (S62). In other words, the contents of the service performed for each device are extracted as service results using the service. Next, the service cost table 65 is read out, and the service content extracted in S62 is associated with a preset service cost (S63). At this time, for each service content, the service cost registered in the service cost table 65 is associated with and converted into a monetary amount. In other words, the actual service used is quantified and shown as a usage fee. Next, the customer information table 61 is read and the customer who owns each device is read. The service cost for each service is totaled (S64). Here, it is determined whether or not the discount is made by the cashback method (S65). That is, it is determined whether the customer renews the support service contract. If the discount is to be made using the cache-back method, the specific amount of the cash-back is determined (S66). This amount is calculated based on a preset calculation formula. If the discount is not made using the cashback method, that is, if the customer renews the support service contract, the contract fee for the next contract period is determined by the continuous contract discount method (S67) . In other words, the amount calculated by discounting the next contract fee from the normally set contract fee is calculated. This amount is calculated based on a preset formula.

Support Service Calculation Processing Example>

FIG. 19 is an example of a calculation process for converting the support service contents calculated by the usage record totaling program into a money amount basis. The example of use results in FIG. 19 specifically shows the service contents totaled monthly as the use results of the support service for the user terminal 1 to be totalized.

First, the service contract table 66 is read, and the device ID for which the tally processing is performed is determined from the contract period. Next, all information corresponding to the device ID is read from the service record table 64. Here, the read information is totaled by the number of cases for each month as the use results of the support service. This usage record includes, for example, event notification from the user terminal 1, the number of Q & A calls over the phone, the number of parts replaced when the user terminal failed, and the dispatch of a technician to solve problems. And the number of cases. Regarding parts replacement, the price of each part is managed as the number of parts replacement, and the parts replacement work is managed as the number of parts replacement work. Therefore, if the customer replaces the part himself, the work cost will not be added. There are A and B for problem solving. This is a setting according to the level of the support service. This level may be determined based on the time required for support, or a manual that determines the content of the support level may be created and then determined with reference to the manual. As a result, the center can account for the cost of each component for the service usage results. In addition, the time and level required for support can be calculated separately for service use results.

Next, the service cost table 65 is read. In the service cost table 65, for example, as shown in FIG. 19, fixed costs for services on a monthly basis and service costs for one service for each service content are associated. Then, based on the contents of the service cost table 65 read out, the totaled use results are converted into a money amount basis, and the use amount of the support service is calculated. In the example shown in FIG. 19, the usage amount of the support service is 159,500 yen.

Next, a specific discount is calculated from the contract contents read from the service contract table 66. As shown in Fig. 19, this support service has a contract period of three months from April to June, and the contract fee of the support service is 100,000 yen per month. , 000 yen.

The amount of cashback is calculated by, for example, Equation (1). That is, the estimated cost is calculated using 30% of the support service fee, which is the revenue, as profit, the actual support cost is subtracted from the estimated cost, and the remaining amount is used as the cashback amount. At this time, if the calculated amount is negative, it is not eligible for cash pack. At this time, in the example of FIG. 19, the estimated cost is 2100,000 yen, and if the usage amount is reduced by 1,5,9500 yen, the cashback amount is 50,500 yen.

In addition, discounts on the contract amount for the next term will be given to users who make a contract for the next term. The discount amount for the next term contract is calculated by, for example, equation (2). In other words, the estimated cost in three months is calculated by taking 30% of the revenue of the support service as revenue as profit, divided by the usage amount, and multiplied by the fixed price of the support service fee in one month is the contract amount for the next term. At this time, in the example in FIG. 18, the estimated cost is 210,000 yen, divided by the usage amount of 159,000 yen, and multiplied by the fixed price of the support service fee of 100,000 yen. The contract amount for the next term will be ¥ 76,000 per month.

In this way, the center caches data according to the service usage record for each user. It is possible to calculate the back amount and the discount amount of the contract fee for the next term.

Effect.

According to the present invention, a device having a function of managing all information necessary for the support service is provided at the center of the company that provides the support service, and the service used by the customer is charged based on the preset table information. By converting to a base, the service was linked to billing, enabling customers to cash back and discount on ongoing contract fees.

In this way, the customer endeavors to avoid receiving services such as questions about the system in the equipment in order to qualify for the discount. In addition, the support service provider company can reduce the number of service operations due to questions from customers. As a result, the company can lower the fixed fee for support services by reducing the number of work steps, which can lead to an increase in the contract rate and an increase in sales. Modified example>

In the above embodiment, the discount amount for the user who makes a continuous contract is calculated based on the contract amount and the service usage amount. However, the discount rate may be changed according to the renewal period of the continuation contract for each user, and the contract amount for the next term may be discounted according to the contract period of the user. This discount amount is calculated by defining a constant according to the contract period in advance. For example, it may be calculated by multiplying the contract amount for the next term calculated by the above equation (2) by a constant corresponding to the contract period. As a result, incentives for long-term contracts for each user can be provided. Industrial applicability

INDUSTRIAL APPLICABILITY The present invention is applicable to a service industry, a communication industry, and the like that provide support for maintenance, monitoring, operation support, and the like in various information equipment systems via a dedicated line for the Internet.

Claims

The scope of the claims

1. A storage unit for storing in a storage unit information relating to a customer's use of a support service during a support service provision period for an information processing device provided on condition that the customer pays a fixed fee;

Calculating means for calculating, as the usage fee, a cost for the usage result during the providing period using the information on the usage result,

A charge calculation device according to a support service comprising:

2. The storage means stores information on the contents of individual services provided to the customer in the storage means as information on the customer's usage record,

The calculating means calculates the usage fee by summing up costs prescribed in advance according to the contents of the individual services stored in the storage means,

The determining means determines the amount to be returned up to an amount obtained by subtracting the usage fee from the fixed fee.

The charge calculation device according to claim 1.

3. A storage unit for storing information on the use results of the support service of the customer during the period of providing the support service for the information processing device provided on condition that the customer pays the fixed fee in the storage unit;

When the customer renews the provision of the support service, a charge calculating device for the support service, comprising: a determination unit that determines, based on the usage fee, a discount amount of the fixed fee for a provision period related to the renewal.

4. The storage means stores, in the storage means, information on the contents of individual services provided to the customer as information on the customer's usage record, The calculating means calculates the usage fee by summing up costs prescribed in advance according to the contents of the individual services stored in the storage means,

The determining means determines the discount amount up to an amount calculated from the fixed fee and the usage fee according to certain conditions.

The charge calculation device according to claim 3.

5. A storage step in which the computer stores, in the storage step, information relating to the customer's use of the support service during the period of providing the support service for the information processing device provided on condition that the customer pays a fixed fee;

A calculating step in which a computer calculates, as a usage fee, a cost for the usage result during the providing period using the information on the usage result;

A determining step of determining an amount to be returned to the customer from the fixed fee when the relationship between the fixed fee and the usage fee satisfies a certain condition;

A charge calculation method for a support service provided with:

6. In the storing step, the computer stores, in the storing step, information on the contents of individual services provided to the customer as information on the customer's use results,

In the calculating step, the computer calculates the usage fee by totalizing a predetermined cost according to the contents of the individual services stored in the storing step,

In the determining step, the computer determines the amount to be returned up to an amount obtained by subtracting the usage fee from the fixed fee.

The charge calculation method according to claim 5.

7. A storage step in which the computer stores in the storage step information relating to the customer's use of the support service during the support service provision period for the information processing device provided on the condition that the customer pays a fixed fee;

Using the information on the use results, the cost for the use results during the provision period A calculating step for calculating as a usage fee;

A determination step for determining, based on the usage fee, a discount amount of the fixed fee for a provision period related to the update when the customer renews the provision of the support service;

A charge calculation method for a support service provided with:

8. In the storing step, the computer stores, in the storing step, information on contents of each service provided to the customer as information on the customer's use record,

In the determining step, the computer determines the discount amount up to an amount calculated from the fixed fee and the usage fee according to certain conditions.

The charge calculation method according to claim 7. '

9. A storage step of storing information on the customer's use of the support service during the support service provision period for the information processing apparatus provided on condition that the customer pays a fixed fee in a storage step;

A calculation step of calculating, as a usage fee, a cost for the usage result during the provision period using the information on the usage result,

Charge calculation program pertaining to a support service that causes a computer to execute the program.

10. In the storing step, information relating to the contents of each service provided to the customer is stored in the storage step as information relating to the customer's use record in the computer.

In the calculating step, before being stored in the storage step in the computer The usage fee is calculated by adding up the costs prescribed in advance according to the contents of each service,

In the determining step, the computer is caused to determine the amount to be returned up to an amount obtained by subtracting the usage fee from the fixed fee.

The fee calculation program according to claim 9.

11. A storage step of storing, in a storage step, information relating to a customer's use of a support service during a provision period of a sabot service for an information processing device provided on condition that the customer pays a fixed fee;

A calculating step of calculating, as a usage fee, a cost for the usage result during the providing period using the information on the usage result,

12. In the storage step, information relating to the contents of individual services provided to the customer is stored in the storage step as information relating to the customer's use record in the computer,

In the calculating step, the computer is configured to calculate the usage fee by totalizing a predetermined cost according to the contents of the individual services stored in the storing step,

The charge calculation program according to claim 11, wherein in the determination step, the computer is configured to determine the discount amount up to an amount calculated from the fixed charge and the usage charge according to certain conditions.