WO2011137521A1 - Système de conservation des garanties - Google Patents

Système de conservation des garanties Download PDF

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Publication number
WO2011137521A1
WO2011137521A1 PCT/CA2011/000525 CA2011000525W WO2011137521A1 WO 2011137521 A1 WO2011137521 A1 WO 2011137521A1 CA 2011000525 W CA2011000525 W CA 2011000525W WO 2011137521 A1 WO2011137521 A1 WO 2011137521A1
Authority
WO
WIPO (PCT)
Prior art keywords
customer
information
product
warranty
purchased
Prior art date
Application number
PCT/CA2011/000525
Other languages
English (en)
Inventor
Christopher Joseph Haber
Original Assignee
Christopher Joseph Haber
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Christopher Joseph Haber filed Critical Christopher Joseph Haber
Publication of WO2011137521A1 publication Critical patent/WO2011137521A1/fr

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services

Definitions

  • This invention is related to the field of the collection and management of consumer data.
  • the system collects customer names, contact information, and what products are purchased, and in exchange provides customers with warranty information about the purchased products.
  • U.S. Patent 6,031,621 refers to an information system used to improve the efficiency and accuracy of the collection of information for warranty database for printers. Information is collected from the printer by printing a self-test page including the bar code, reading the bar code using a bar code reading utility, and storing the data on the hard disk drive of the computer system. At a later time, the data is transferred to the warranty database over a communications link such as a modem.
  • U.S. Patent 6,934,686 refers to a warranty transaction system that has a user interface that receives a warranty request from a customer that indicates an item a customer desires to cover under a warranty. The system generates one or more warranty packages that are consistent with the warranty request. The user interface (32) communicates the warranty packages to the customer computer, receives a selection of at least one warranty package from the customer computer, and communicates the selected warranty package to one or more warranty provider computers using the communications network.
  • U.S. Patent publication 2004/0215484 Al refers to a method for extending the warranty on a first good by purchasing additional, related goods. It involves determining the cost per unit time of the warranty extension for the first good. Information about at least one other good related to the first good is received, and in a dollar amount corresponding to such related good is determined based on such information. A warranty reminder is presented to a customer without the customer having to actively seek out information that would otherwise trigger the offer.
  • U.S. Patent publication 2003/0061104 Al refers to an internet based warranty and repair service.
  • Warranty support for purchased products is provided by an electronic warranty administrator that maintains several databases.
  • a first database identifies customers, either individuals or corporate entities having warrantied products.
  • a second database identifies the manufacturers of those products.
  • the warranty administrator coordinates between the customer, the manufacturer and a service provider to provide warranty repairs.
  • the manufacturer remains in the repair process and thereby gains valuable information about the long term satisfaction of the customers.
  • the warranty administrator also provides the manufacturer with a means to contact the customer about other products, product recalls and affinity programs to promote brand loyalty.
  • the invention described here compiles warranty and purchase information for multiple products owned by each customer.
  • This invention provides data processing and storage systems that constitute a central repository where customers may access warranty information about products they have purchased, even for things purchased from different vendors.
  • the information can be mined with a view to promoting the sale of accessories and extended warranties, or for creating demographic profiles for promoting the sale of other goods and services.
  • the electronic or computerized warranty retention system of the invention generally is constructed so as to provide several of the following elements in combination:
  • the system may have a scanner that reads customer member identifier from an identity card, and/or a scanner that reads product identifying information from packaging of the product.
  • the customer database is typically updated with information received when a customer accesses warranty information for one or more of the products they have purchased, with name and contact information.
  • the system can also have a means by which customers who have purchased a particular product may be sent updated warranty or other information about that product, for example, by e-mail.
  • the system may be set up for calculating or retrieving demographic information on customers in the customer database, such as information about what type of customer buys a particular warrantied product.
  • the demographic information may include information about what other products customers buy before or after they buy a particular warrantied product.
  • Another embodiment of the invention is a scanner for obtaining identifying information for a customer purchasing a warrantied product where it is purchased in a store, which reads a customer member identifier contained in or on an identity card carried by the customer.
  • Another embodiment of the invention is an identity card suitable for carrying by a customer, and having a scanner-readable customer member identifier.
  • the method typically involves: • receiving customer identifying information and product identifying information at the time of purchase in a similar fashion, but then
  • the system can be set up to collect from the customer a fee when the customer identifying information is received upon purchase of a product, or when the additional information is received when the customer accesses the warranty database over the internet.
  • the invention also includes a method for providing a customer with warranty information about a product they purchased, or a copy of the sales receipt upon request.
  • the system can also assist a customer to return a product to a manufacturer for warranty repair, by letting the manufacturer know that a consumer desires to return the product for repair, and/or providing the consumer with shipping documents.
  • the invention can be used to promote the sale to a consumer of an extended warranty for a pout they have already purchased. It can also be used for upselling or cross-selling other products or services to customers who have purchased a warrantied product.
  • Demographic information can be compiled from the customer and purchase data that is stored, categorizing customers on the basis of products they have purchased, or on the basis of their age, income, or other personal information. The data can be used for promoting the sale of other products or services to customers who match a particular demographic profile.
  • Figure 1 is a flowchart of various steps one embodiment of an electronic warranty retention system according the present invention used to accumulate and process data, and to provide data back to customers.
  • Figures 2-5 are images of possible web pages to be used with the electronic warranty retention system of Figure 1 through which a customer may access product and/or warranty information through over the internet.
  • Figure 2 shows the home page or "dashboard”.
  • Figure 3 shows the products history screen.
  • Figure 4 shows the receipt detail screen.
  • Figure 5 shows the products and warranty detail screen for a particular product.
  • This disclosure describes for the first time a system and method for accumulating purchase and warranty information, to the benefit of consumers, retail vendors, and manufacturers.
  • customers are given a membership card when they purchase a first warrantied product.
  • information on the item purchased is sent to the system's data processor and storage unit.
  • One of the benefits of the invention is to provide a way for consumers to have ready and centralized access to warranty information throughout the warranty period of each of the products they purchase, and facilitate return of each product to the manufacturer for warranty repair.
  • consumers With the current paper-based product registration and warranty practice most common in the marketplace, consumers often lose or misplace their product purchase receipts; and rarely fill out and mail the manufacturer's warranty information or the product registration cards. Filling out and forwarding the manufacturer's warranty information or product registration card is regarded by consumers as a nuisance. However, they have difficulty getting warranty repairs if they lose a purchase receipt or throw out the product and warranty registration cards with the product packaging. When the product needs repair, they may not know if it is still under warranty, and they may not be able to return it without the sales receipt.
  • Demographic data about retail purchases are valuable to manufacturing and marketing firms — it provides information for upselling and cross-selling to consumers who previously purchased particular products or product groups. Demographic data is collected by loyalty programs such as Air MilesTM and Alliance Data, and by credit card companies such as VisaTM and American ExpressTM.
  • loyalty programs such as Air MilesTM and Alliance Data
  • credit card companies such as VisaTM and American ExpressTM.
  • the warranty retention system of this invention has a database containing information on customers who have each purchased products from various stores or vending establishments.
  • a customer is identified by the system by way of a "customer member identifier".
  • the term refers to a unique code (such as a series of digits, combination of digits and letters, or electronic configuration) that may be used to identify a purchaser of a warrantied product by the system.
  • the code is typically assigned to a customer at or around the time they make the purchase of a first warrantied product to be recorded, by giving them an identification card or other suitable portable device.
  • the code can be stored on a general or multipurpose PDA, microcomputer, or other personal data holder that the customer often travels with and uses for a variety of personal and/or business purposes.
  • the customer member identifier is detected and conveyed to the system. This can be done by manual entry by someone at the retail establishment, but is preferably done by way of a "scanner".
  • This refers to a device that is adapted to read the customer member identifier in whatever form it is carried by the customer. For example, if the customer carries a membership card or other portable device specially issued for registration with the warranty retention system of the invention, the customer member identifier may be displayed by way of a bar code or other optically scannable pattern, or it may be encoded in a microchip, RFID chip or other electronically scannable element.
  • Also conveyed to the system is information about the purchase made: specifically, identity of the product (e.g., by SKU, product description, or other product identifier), along with other information, such as the quantity purchased, purchase price, and other products purchased at the same time (possibly including other warrantied products, and products, accessories, or services not covered by warranty).
  • identity of the product e.g., by SKU, product description, or other product identifier
  • other information such as the quantity purchased, purchase price, and other products purchased at the same time (possibly including other warrantied products, and products, accessories, or services not covered by warranty).
  • the system stores the data in such a fashion that information on each of the purchases made by the same customer is associated with the customer member identifier.
  • a system according to this invention may be referred to as "electronic” if the listed components interact together in day-to-day operation without needing human involvement, except to input or receive data or information.
  • a method according to this invention may be referred to as “computerized” if the listed steps are conducted in and proceed one to another in the usual course of business without human involvement, except to input or receive data or information.
  • the term "store” as used in this disclosure means a real-life store (i.e., not an electronic or internet-based vending system), where the customer actually inspects and/or receives a product at or around the time they make arrangements to pay for it. Payment can optionally be made electronically (e.g., by credit card), and what is sold may be any vendible product, including computer software. However, the store will have a physical location to which the customer travels in order to make the purchase.
  • This invention was originally designed to collect data from different stores as defined above, which means a plurality of stores in different physical locations and not owned or controlled partially or in their entirety by the same corporate entity. However, for other embodiments of the invention, the warranty system may be implemented mutatis mutandis within a particular chain of stores, or for internet based vending services that don't qualify under the term "store” as defined above.
  • reference to person(s) in the second- person plural “them” and “their” may refer to a single person of either gender, or a plurality of persons, or either a single or a plurality of persons in the alternative, to the extent that is consistent with the context in which the term is used.
  • Reference to choices in the alternative e.g., "warranty or other information” includes as alternatives each of the choices individually (e.g., either warranty information or other information), and a plurality of any or all of the choices given to the extent allowable by the nature and context of the choices listed (e.g., both warranty and other information). Access of information by customers and updating the database
  • the customer After purchase information is stored in the customer database, the customer is provided with a means to access information on the database related to their own purchases. This may be through a dedicated access terminal, but is more typically an internet or other general communications network to which both the customer and the warranty system are connected.
  • the first time the customer accesses the system they are identified by their assigned customer member identifier, and may be assigned a password for future access. While in access mode at the outset or at a later time, the customer may have the ability to correct, augment, or update personal information: for example, with their full name, contact information (address, phone number, and e-mail), and demographic features like age, income, occupations, purchase preferences, and interests. They may also have an opportunity to upload information on other products they own, which may or may not be subject to a warranty already stored on the system.
  • the customer can retrieve information about the various purchases they have made.
  • the access site may provide the customer with a list of purchases and the retail establishment(s) where they were made.
  • For each purchase transaction there may be a list of items purchased at the same time, the number of each item purchased, the price paid, SKU, a description, and an image of each product.
  • the system may provide from the warranty database information about the warranty applying to the product, the terms of the warranty, and the number of days left that the warranty is in place.
  • the customer may be provided with the ability to print out various lists, warranty terms, and copies of sales receipts.
  • the system may generate a printable image of a package label for shipping the product to the manufacturer for repair.
  • the customer When the customer makes a subsequent purchase at the same store, or at another store connected to the same warranty retention system, they can provide the same identity card or device to the vendor. This enables the vendor to convey information about the subsequent purchase to the system, and associate the information with the customer's account.
  • the customer database is updated accordingly, and purchase and warranty information pertaining to the second transaction will be available and tabulated when the customer next logs into the access site.
  • the customer In the event that the customer is issued a second identity card at the time of a subsequent purchase, they may be given an opportunity when they next access the system to consolidate the two accounts.
  • the access site may also give the customer an opportunity to input data on purchases of warrantied products made at stores when they were not carrying their identity card, or made by phone or over the internet, and receive warranty information about such products.
  • the system may be set up as a marketing vehicle for extended warranties, product accessories, and other products and services.
  • the customer access site may display ad copy, optionally tailored to the customer's preference in view of their personal information or products they have purchased.
  • the system may also have a communication means (such as an e-mail sending function or a postal mail generator) that sends such information to the customer by way of their recorded contact information.
  • a communication means such as an e-mail sending function or a postal mail generator
  • the customer may be sent e-mail reminders of warranties that are about to expire or that have expired recently, with an offer to extend the warranty for an additional period.
  • Ads displayed on the access site and e-mail sent to the customer may optionally have a link or portal to an internet-based product purchasing system where the customer may purchase the promoted product, service, or warranty being promoted.
  • information about purchases can be sent by the system to each of the suppliers: for example, to register purchase of the product and activate the warranty, to let the manufacturers know about defects or repairs needed, or to solicit help in setting up or using the product.
  • the database After accumulating information from a substantial customer base, the database will be a trove of valuable information for target marketing.
  • the system may have a means for calculating or retrieving demographic information on customers in the customer database. For example, demographic information may be compiled from the database categorizing customers who have purchased a particular warrantied product on the basis of other products they have purchased, or on the basis of their age, income, or other personal data. The demographic information can then be used to send promotional information about other products or services to customers categorized according to any of these criteria.
  • the system may be used as a profit center by implementing one or more of the following fees.
  • each of the fees is optional, and implemented at the discretion of the system owner or administrator.
  • a prototype working embodiment incorporating features of the invention are being developed under the marks MyWarrantyTM and MyWarranty.comTM.
  • the prototype provides a set of technologies and processes that allow retail customers to store, and ultimately utilize purchase receipts and product information by way of a single online interface accessible over the internet.
  • Figure 1 is a flowchart of various steps the prototype system uses to accumulate and process data, and to provide data back to customers.
  • MyWarranty.comTM a very thin plastic MyWarranty.comTM membership card which will contain both a serial ID and pin number, similar to an Air MilesTM card.
  • the customer will keep and re-use their membership card when they shop at any participating retailers powered by MyWarranty.comTM.
  • the cashier Before requesting final payment for products, the cashier will be trained to properly request if the customer would like his/her products registered on MyWarranty.comTM for $0.99.
  • the membership card will then be scanned and an SKU attached to the $0.99 fee will be recorded.
  • the information will be parsed exactly like Air MilesTM data recording system, and the electronic records are sent back to MyWarranty.comTM.
  • the customer can then go to the website and log in using their unique pin ID to verify the product(s) that he/she purchased.
  • the customer will then be able to view product pictures, information, receipt information and everything about their products warranties' terms and conditions.
  • a customer's vacuum breaks 18 months after purchase, they will be able to login, find the vacuum, find out there is 6 months left in the life of the warranty, and be provided with the exact address for service. This system provides a proof of purchase that is separate from the original sales receipt.
  • a customer At the point of purchase a customer will be asked if they have a MyWarrantyTM card or account. If the customer does not already have a card, the cashier will hand them one at this time. The cashier then scans the MyWarranty.comTM card after he or she has finished scanning in the customer's purchases. The act of scanning the MyWarranty.comTM bar code will allow the unique 12 digit serial account number to be attached to the customers receipt in the retailer's point of sale (POS) system.
  • POS point of sale
  • MyWarranty.comTM will also get customers to add to the data received from the retail partners, creating an entirely new subset of data that can be mined and utilized by MyWarranty.comTM and its ancillary services. Important data collected from customers by MyWarranty.comTM will be their profile information. This customer information will include any or all of the following:
  • a customer may log in to their account and perform the following actions:
  • Example 3 Internet-based user interface
  • the customer may access information about purchased products and their warranties through the website MyWarranty.comTM.
  • Figure 2 shows the opening screen or "dashboard" of the on-line portal.
  • Listed is a summary of warranties about to expire (with the remaining period), scheduled e- mail alerts, recent products purchased (and the name of the vendor), and the latest 10 receipts (with the vendor, purchase date, number of items, and price or total).
  • Submenus are receipts, warranties, e-mail alerts, and profile. Through the profile screen, the consumer may input or update contact information, access passwords, and other personal information.
  • Figure 3 shows the products history screen. Each product is shown with the product name, quantity, purchase date, price paid, and retail vendor. There are directly links through to the receipt and the warranty for each product, with optional links to product reviews and accessories.
  • Figure 4 shows the receipt detail screen. Listed are products purchased at the same time at the same place, the SKU (stock keeping unit), and the price paid for each item.
  • Figure 5 shows the products and warranty detail screen for a warrantied camera. Below the product summary is detailed product information. Also displayed are any and all warranties that pertain to the product still in effect, the start and end date, and the terms and conditions of the warranty.

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  • Development Economics (AREA)
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Abstract

La présente invention concerne un système central de conservation et de traitement de données dans lequel les clients peuvent accéder aux informations de garantie concernant des articles qu'ils ont achetés chez différents commerçants. Les clients reçoivent une carte de membre lorsqu'ils achètent un premier article garanti, et cette information est envoyée au système lors de chaque achat. Les clients se connectent au système par Internet, et reçoivent un droit d'accès à des factures d'achat pour chacune des transactions, et à de l'information de garantie pour chaque produit. La base de données de clients peut être alimentée en fournisseurs cherchant à promouvoir la vente d'accessoires et d'extensions de garanties, ou à créer des profils démographiques de façon à promouvoir la vente d'autres biens et services.
PCT/CA2011/000525 2010-05-05 2011-05-05 Système de conservation des garanties WO2011137521A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CA2,703,270 2010-05-05
CA 2703270 CA2703270A1 (fr) 2010-05-05 2010-05-05 Systeme de conservation des garanties

Publications (1)

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WO2011137521A1 true WO2011137521A1 (fr) 2011-11-10

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CA (1) CA2703270A1 (fr)
WO (1) WO2011137521A1 (fr)

Cited By (8)

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Publication number Priority date Publication date Assignee Title
JP2016194946A (ja) * 2013-03-01 2016-11-17 東芝テック株式会社 電子レシートシステム、電子レシート管理サーバ、情報処理装置およびプログラム
JP2017199424A (ja) * 2017-07-10 2017-11-02 東芝テック株式会社 サーバ、プログラムおよび情報出力方法
JP2018067347A (ja) * 2017-12-21 2018-04-26 東芝テック株式会社 情報処理装置およびプログラム
CN109377189A (zh) * 2018-11-23 2019-02-22 南宁市国土测绘地理信息中心 一种不动产电子权证系统
JP2019067426A (ja) * 2018-11-26 2019-04-25 東芝テック株式会社 情報処理装置、プログラムおよび電子レシートシステム
CN110598873A (zh) * 2018-06-11 2019-12-20 佛山市顺德区美的电热电器制造有限公司 一种数据处理方法、装置及系统
JP2020107364A (ja) * 2018-11-26 2020-07-09 東芝テック株式会社 サーバ、プログラムおよび保証書情報出力方法
JP2021140811A (ja) * 2020-03-25 2021-09-16 東芝テック株式会社 情報処理装置、プログラムおよび情報処理装置における表示方法

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US20030061104A1 (en) * 2000-03-16 2003-03-27 Thomson Robert W. Internet based warranty and repair service
US20060095289A1 (en) * 2004-11-01 2006-05-04 Bunning Michel L Warranty tracking systems and methods

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US20030061104A1 (en) * 2000-03-16 2003-03-27 Thomson Robert W. Internet based warranty and repair service
US20020128851A1 (en) * 2001-03-08 2002-09-12 International Business Machines Corporation Method and system for automating product registration
US20060095289A1 (en) * 2004-11-01 2006-05-04 Bunning Michel L Warranty tracking systems and methods

Cited By (15)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2022043205A (ja) * 2013-03-01 2022-03-15 東芝テック株式会社 電子レシートシステム、電子レシートサーバ、電子レシート管理サーバ、情報処理装置およびプログラム
JP2018032421A (ja) * 2013-03-01 2018-03-01 東芝テック株式会社 電子レシート管理サーバ、情報処理装置およびプログラム
JP2019008833A (ja) * 2013-03-01 2019-01-17 東芝テック株式会社 電子レシートシステム、電子レシートサーバ、電子レシート管理サーバ、情報処理装置およびプログラム
JP2016194946A (ja) * 2013-03-01 2016-11-17 東芝テック株式会社 電子レシートシステム、電子レシート管理サーバ、情報処理装置およびプログラム
JP2020080181A (ja) * 2013-03-01 2020-05-28 東芝テック株式会社 電子レシートシステム、電子レシート管理サーバ、情報処理装置、プログラムおよび保証書情報の処理方法
JP7410923B2 (ja) 2013-03-01 2024-01-10 東芝テック株式会社 電子レシート管理サーバ、プログラム、電子レシートシステム及び保証書情報の処理方法
JP7001725B2 (ja) 2013-03-01 2022-01-20 東芝テック株式会社 電子レシートシステム、電子レシート管理サーバ、情報処理装置、プログラムおよび保証書情報の処理方法
JP2017199424A (ja) * 2017-07-10 2017-11-02 東芝テック株式会社 サーバ、プログラムおよび情報出力方法
JP2018067347A (ja) * 2017-12-21 2018-04-26 東芝テック株式会社 情報処理装置およびプログラム
CN110598873A (zh) * 2018-06-11 2019-12-20 佛山市顺德区美的电热电器制造有限公司 一种数据处理方法、装置及系统
CN110598873B (zh) * 2018-06-11 2023-06-20 佛山市顺德区美的电热电器制造有限公司 一种数据处理方法、装置及系统
CN109377189A (zh) * 2018-11-23 2019-02-22 南宁市国土测绘地理信息中心 一种不动产电子权证系统
JP2019067426A (ja) * 2018-11-26 2019-04-25 東芝テック株式会社 情報処理装置、プログラムおよび電子レシートシステム
JP2020107364A (ja) * 2018-11-26 2020-07-09 東芝テック株式会社 サーバ、プログラムおよび保証書情報出力方法
JP2021140811A (ja) * 2020-03-25 2021-09-16 東芝テック株式会社 情報処理装置、プログラムおよび情報処理装置における表示方法

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