WO2015179114A2

WO2015179114A2 - System for and method of diagnosing and servicing equipment, and generating revenue therefrom

Info

Publication number: WO2015179114A2
Application number: PCT/US2015/029021
Authority: WO
Inventors: Earl MORRISSEY
Original assignee: Livewrench, Llc
Priority date: 2014-05-02
Filing date: 2015-05-04
Publication date: 2015-11-26
Also published as: WO2015179114A3

Abstract

Disclosed is a method of diagnosing and servicing equipment including: receiving an image of an identifier of the equipment; recognizing indicia from the identifier; and ascertaining from the indicia identifying data selected from: brand, model, serial number and combinations thereof. Also disclosed is system for diagnosing and servicing equipment including a processor configured to: receive image and/or video data; generate a display based on the data; recognize indicia from the data; ascertain from the indicia identifying data selected from: brand, model, serial number and combinations thereof.

Description

SYSTEM FOR AND METHOD OF DIAGNOSING AND SERVICING EQUIPMENT, AND GENERATING REVENUE THEREFROM

RESERVATION OF COPYRIGHTS

Portions of the disclosure of this document contain material that is subject to copyright protection. The copyright owner has no objection to any reproduction of the document or disclosure as it appears in official records, but reserves all remaining rights under copyright.

TECHNICAL FIELD

The invention relates to remote surveillance of equipment and the deployment and supervision of maintenance personnel thereof.

BACKGROUND ART

The invention relates to the maintenance, diagnosis, repair and replacement of large machinery and equipment that traditionally required a technician or other skilled party to physically visit and inspect such equipment at its location of use. The invention takes advantage of 1 ) a widespread availability of imaging (photo and video) equipment in the form of smartphones and tablets, 2) the widespread availability of Internet access, 3) the trend toward self-service by both customers and professionals of their complex or expensive to maintain/service/repair equipment, and 4) addresses the increasingly high cost of sending a technician out to a client location to assess such equipment.

Traditionally one the greatest expenses associated with the maintenance and repair of a heating ventilation and cooling ("HVAC") system or any remote and complex system is the cost of procuring a physical inspection and expert diagnosis of the system. For HVAC systems, for example, it is traditionally required that a skilled HVAC technician be paid to travel and inspect the system bringing with them needed equipment and parts. HVAC systems involve mechanical and electrical components for which a skilled technician is almost always needed for diagnosis of the problem. However, once the problem has been diagnosed, the actual repair or servicing is often relatively simple and straightforward and can be done by the equipment owner.

The problem has been that owner could not procure 1 ) technical knowledge on their own equipment, 2) access to the correct parts and supplies, 3) instructions on the repair or servicing and finally 4) a way to verify that the repair or servicing they made was done correctly. The invention addresses all of these needs with an integrated solution that helps a customer 1 ) diagnose the condition, 2) procure the parts if repair is viable, 3) make the repair and 4) verify that the repair is was done correctly.

The invention also provides customers with a vetted recommendation with which, if a customer can or does not desire to effect a repair, the customer can obtain traditional repair or replacement services from a network of providers.

The invention further provides qualified service providers with customer leads in exchange for a fee or a rebate for that lead itself, or when a qualified service provider makes a repair or replacement derived from the lead.

In all embodiments, the invention provides for a highly efficient and affordable diagnosis of the problem and recommends a solution involving either direct customer repair or provision of outside services.

Core challenges in all HVAC problems are 1 ) efficiently diagnosing the problem, 2) efficiently providing the needed parts for repair or replacement, and 3) providing the knowledge and guidance for a repair to be safely and effectively done. Increasingly for homeowners doing their own work, and very often with commercial equipment operators, the parties are able to make the repairs, they just need guidance and access to the right parts. The invention delivers both, giving the equipment owner tailored and specific video and phone-based guidance and knowledge allowing them to make that repair safely and effectively, and delivering to their location the correct and needed parts and supplies that they require.

The invention allows equipment owners to affordably secure a diagnosis and assessment of the problem with their equipment with existing multimedia and computer technology. This technology reduces avoid the traditional cost and expense of sending a technician and truck to the physical location where the malfunctioning equipment is located.

The invention uses existing smart phone and related Internet technology to capture information about the malfunctioning equipment. This technology is used to capture information about the needs of the customer and to deliver guidance on the repair.

The invention also includes a method to sell to third parties service and sales opportunities or "leads" to third parties. Specifically, in addition to providing a methodology for remote technical diagnosis, the invention captures and realizes revenue from the electronic transfer and sale of a repair or sale opportunity to third parties.

BRIEF DESCRIPTION OF DRAWINGS

The invention is described in detail below with reference to the following figures, throughout which similar reference characters denote corresponding features consistently, wherein:

Fig. 1 is a schematic representation of an embodiment of a method of diagnosing and servicing equipment, and generating revenue therefrom configured according to principles of the invention; and

Fig. 2 is a graphical representation of an embodiment of a display of a system for and method of diagnosing and servicing equipment, and generating revenue therefrom configured according to principles of the invention.

MODES FOR CARRYING OUT THE INVENTION OR INDUSTRIAL APPLICABILITY

This disclosure is not limited in application to the details of construction and the arrangement of components set forth or illustrated in the drawings herein. The disclosure is capable of other embodiments and of being practiced or of being carried out in various ways. Phraseology and terminology used herein is for description and should not be regarded as limiting. Uses of "including," "comprising" or "having" and variations thereof herein are meant to encompass the items listed thereafter and equivalents thereof as well as additional items. Unless limited otherwise, "connected," "coupled" and "mounted," and variations thereof herein are used broadly and encompass direct and indirect connections, couplings, and mountings. "Connected" and "coupled" and variations thereof are not restricted to physical or mechanical or electrical connections or couplings. Furthermore, and as described in subsequent paragraphs, the specific mechanical or electrical configurations described or illustrated are intended to exemplify embodiments of the disclosure. However, alternative mechanical or electrical configurations are possible, which are considered to be within the teachings of the disclosure. Furthermore, unless otherwise indicated, "or" is to be considered inclusive.

Herein, "servicing" refers to repair and replacement.

Referring to Fig. 1 , an embodiment 100 of a method of diagnosing and servicing equipment, and generating revenue therefrom configured according to principles of the invention includes a step 105 of a service technician receiving a service call from a potential customer. This can occur via traditional telephone, email, text message, chat or other means of communication that businesses commonly use. During step 105, a customer would describe an issue pertaining to malfunctioning equipment.

Assuming that an issue exists that is within the business' competence, control passes to step 1 10, which includes determining the customer segment. Step 1 10 involves querying the potential customer to ascertain whether the customer is a professional contractor, and if not, whether the customer is a DIY customer interested in undertaking whatever repairs may be needed to remedy the issue that prompted the customer's call.

If the result of step 1 10 is that the potential customer is a professional contractor, then control passes to step 210. If step 110 questioning reveals a nonprofessional, but unclear as to whether the customer is a DIY customer, control passes to step 1 15. If the step 1 10 potential customer identifies himself as a DIY customer, then control passes to step 130.

Step 120 is for ascertaining the nature of the customer's needs. Most likely in concert with step 122, step 120 involves listening to the issues raised, determining potential causes for those issues derived from the customer's equipment, identifying potential approaches for addressing the issues, and determining whether and how related equipment may be serviced.

Step 122 provides for identifying the equipment about which the issue concerns. The invention allows customers to use their smart phones, tablets and other readily available technology for capturing still or video images of equipment identification, such as the manufacturer's plate or sticker. Using optical character recognition technology, the invention recognizes indicia from the identifier and ascertains identifying data, such as brand, model, serial number, etc. Control then passes to step 170 and then to step 140.

Step 170 provides for storing data pertaining to the equipment and associating the data with the customer for future reference.

Step 125 provides for evaluating whether and how related equipment may be serviced and determining whether such servicing could or should be undertaken by a non-professional. If the servicing could be undertaken by a non-professional, then step 125 also would involve asking the customer if the customer would prefer performing the service or having a professional do so. If the customer would prefer performing the service, then step 125 also would involve ascertaining whether the customer can adequately handle the servicing.

Specifically, this involves giving a short test to the customer that provides insight as to their level of mechanical and technical skill. Not all customers will be able to make the repairs that are needed. In those cases, the invention provides for recommending traditional repair services from a live technician who will visit the customer location. In the present embodiment, this is achieved by giving a series of questions and

examinations to the customer which questions/examination have been created to determine if it is prudent to allow a customer to make a given repair or servicing. In all cases, the invention is intended to address safety by evaluating if the customer can safely attend to the servicing. If the customer can and would prefer undertaking the service himself, then control passes to step 130, otherwise control passes to step 140.

Step 130 is the starting point for DIY customers from which control passes to step 135.

Step 135 provides for addressing safety and liability concerns. The customer is advised of risks that may be involved in undertaking an identified repair. Step 135 also would involve receiving assurances from the customer of the customer's willingness to comply with the advised safety guidelines.

If the customer is unwilling to, uncomfortable with or otherwise unable to comply with the safety concerns raised, then control passes to step 140, otherwise control passes to step 175.

Step 140 involves determining whether the most effective servicing for resolving the issue would be repairing or replacing the existing equipment. If repair is deemed the better choice, then control passes to step 145. If replacement is deemed the better choice, then control passes to step 155.

At step 145, the technician and customer explore various options for undertaking a repair, ranging from low-cost, temporary fixes intended to permit the equipment to function for a limited time to higher-priced upgrades affording greater functionality. The options may be provided from in-house sourcing or third-party or partner vendors.

Step 150 involves selecting the proposal deemed most appropriate for repairing the customer's equipment. If the proposal selected is to be provided by a third-party contractor, then control passes to step 155.

One critical feature of the invention is the inclusion of both negotiated and competitive rates for providing repair and replacement services. The invention relies on existing relationships with third-party suppliers that include both fixed and variable pricing for repairs and equipment replacement. This process uses the information on the equipment and system of the customer that was initially acquired and stored in the common and centralized database. Customer information captured manually (i.e. keyboard data entry) and through digitally-acquired data, such as with devices adapted for optical character recognition ("OCR") of indicia displayed in any form, provides far more reliable and accurate data than currently offered for equipment repair and replacement leads.

The invention includes a Contractor Lead Network whereby the captured data and specific information on customers and their equipment and malfunction/need is turned into a sales lead sold to third party contractors. Options for those contractors include fixed price bids, variable or custom pricing or a mix of both dependent upon the customer situation.

Accordingly, step 155 involves sending a lead to a third-party or partner vendor for following up with the customer about the customer's issues and servicing needs. If control passed from step 150, then the lead would be very qualified or "hot" because the customer selected the proposal from the vendor receiving the lead. If control passed from step 140, then the lead would be qualified, but not necessarily hot because, while the customer does have a replacement need, the customer has not selected a specific proposal from the vendor receiving the lead, thus leaving the vendor to compete with other vendors who also may have received the lead.

Step 155 also occurs when step 140 results in a decision to replace the equipment when the customer determines that the malfunctioning equipment simply cannot be affordably or efficiently repaired. Because the invention captures all data about the client's existing equipment, the invention allows for the sale to third parties of that opportunity to provide replacement equipment. This is a significant revenue opportunity addressing a vexing problem of poor quality opportunities that lack accurate information on the opportunity and the equipment.

Traditionally, these opportunities for the sale of equipment and services to customers were often of low value because of inaccurate data or because parties were charging too much for such leads. The invention creates high-value and reliable leads because of the accurate and complete capture of customer product information and because the customer data acquisition procedures have acquired other key information about the customer equipment, condition, location and operating environments. The leads that the invention generates for replacement of equipment are far more reliable and accurate than existing leads. Reliable and accurate information on sales leads is critical in order to have third parties desire to be it on and secure the commercial opportunity that comprises the sales lead. Today contractors pay significant dollars to acquire sales leads but often find more work is needed to procure the lead in the profit available from such work will generate. Thus it is essential for a party to generate profitable sales leads that that party have accurate and precise information about the commercial opportunity which the invention provides. Because the invention directly acquires equipment data matching same of manufacturing data and confirming all with customer information the sales leads that the other view system generates will be valuable to third parties.

Step 160 is the end of the process.

Step 165 is comparable to step 122 above.

Step 175, preferably, provides for establishing a video conference or

consultation with the customer such that the customer may show the technician the equipment that may be causing the issue. For example, the technician and customer may engage in a video conference call via Facetime^®, Skype^®, GoTo Meeting^®, JoinMe^® or other comparable service via which the parties can communicate verbally and share images.

Assuming step 175 effectively identifies what may be causing the issue with the equipment, step 180 involves either or both a customer's interest in having and/or the technician's judgment of the necessity of a video consultation during the customer's undertaking of the repair. If the repair is simple, for example, merely replacing a filter, then neither the customer nor technician may deem a video consultation necessary. However, if the repair is more complex, such as replacing a broken wire, then a video consultation may be desired to ensure correct connections are made for the repair. If a video consultation is elected, then control passes to step 185, otherwise to step 190.

Step 185 involves the customer and technician engaging in a video conference or consultation, comparable to step 175, so that the technician can guide the customer through the repair. If during the video conference an issue presents that may require professional help, then control passes to step 145 described above, otherwise to step 195.

At step 195, if during the video conference the customer or technician ascertain that a part may be needed, then control passes to step 190, otherwise to step 205. Step 190 involves researching and locating the part needed and any related information. Preferably, step 190 includes step 193, which takes advantage of the information developed at step 165 for ready and accurate identification of appropriate vendors. Step 193 draws information from a library of informational videos that the customer or equipment owner can consult and access for a per-use-fee or by subscriptions of varying lengths. The videos cover a range of topics from basic information such as cleaning and maintenance of filters to more sophisticated procedures. The library also includes information on specific repairs and maintenance procedures for specific equipment. Control then passes to step 200.

Once an appropriate vendor, part and price have been selected, step 200 provides for ordering the part through the identified vendor. If, comparable to step 175, the repair is deemed simple, then control passes to step 160, otherwise to step 205.

Step 205 essentially takes up where step 195 left off. If a video consultation is desired to complete the repair from where step 195 ended, then control passes to step 207, otherwise to step 160.

For subscribing customers, step 205 also may involve providing via email, telephone, text messaging, etc. notices of key maintenance events with links to documentary and/or video resources in the library.

Step 207 continues the step 195 video consultation to complete the repair initiated prior to the realization that a part would be needed to complete the repair.

The invention is not limited to residential customers and includes building owners, maintenance companies and other professional/commercial entities that have complex equipment requiring servicing.

Step 210 essentially begins the process for a professional contractor.

Step 215 is comparable to step 135 above, although potentially more enhanced commensurate with the higher-order work that the contractor may be undertaking.

Step 220 is comparable to step 122.

As with step 122, from step 220, control passes to step 170 where data pertaining to the equipment and contractor are stored and cross referenced for future reference, and then to step 225.

Step 225 is comparable to step 175.

Step 230 is comparable to step 180. As with step 180, if a video consultation is not elected, then control passes to step 235, otherwise to step 185.

Step 235 is comparable to step 190. Step 240 is comparable to step 200.

Step 245 is comparable to step 205.

Referring to Fig. 2, preferably, the invention employs one or more processors or computers (not shown) that generate a single display 300 having three sub-displays or windows 305. Although ideally shown on one, large HD computer screen arranged by the technician for optimal use, windows 305 also may be displayed on one or more different devices. Windows 305 provide the needed interface via which the technician and customer can exchange live information showing the customer's

equipment/condition while the technician accesses 1 ) the LW System

Scripts/Resources and 2) the customer's equipment.

Preferably, window 305a displays the customer's equipment in real time.

Preferably, the technician will instruct the customer via the video conferencing system employed, such as Citrix link and FaceTime, to position the image/video capturing device so that the technician may observe and assess various aspects of the

equipment. The technician also may evaluate aspects of the auditory feed from the customer's image/video capturing device. The invention also contemplates

employment of instruments capable of interfacing with the customer's image/video capturing device and/or technician's processor, such as a C0₂ or other monitors.

Preferably, window 305b displays information pertaining to the customer's equipment, such as manuals, drawings. As described above, the information may be sourced from internal and external databases, preferably based on an OCRed image of the identification plate or sticker mounted on the customer's equipment.

Preferably, window 305c displays any of: a script for conducting customer inquiries; guides or reference materials for qualifying the customer as a DIY customer; safety and process controls related to equipment servicing.

The invention is not limited to the particular embodiments described and depicted herein, rather only to the following claims.

Claims

1 . Method of diagnosing and servicing equipment comprising:

receiving an image of an identifier of the equipment;

recognizing indicia from the identifier; and

ascertaining from the indicia identifying data selected from: brand, model, serial number and combinations thereof.

2. Method of claim 1 , further comprising retrieving from a manufacturer, based on the identifying data, equipment information selected from: drawings, technical information, user manuals, repair manuals, and combinations thereof.

3. Method of claim 1 , further comprising:

receiving an image of the equipment;

considering the image in view of the equipment information;

ascertaining a difference between the image and the equipment information; and

determining whether the difference qualifies for servicing.

4. Method of claim 3, further comprising:

identifying a part needed for accomplishing the servicing;

retrieving information respecting a manufacturer of the part; and

querying the manufacturer about cost and timing for supplying the part.

5. Method of claim 3, further comprising:

ascertaining labor needed for accomplishing the servicing;

assessing a skill level of a potential service provider for providing the labor; and determining, based on said assessing, whether the potential service provider is qualified for providing the labor.

6. Method of claim 5, further comprising, based on said determining, if the potential service provider is qualified for providing the labor, then:

qualifying the potential service provider as a competent service provider; and one or both of: providing the competent service provider with service information for providing the labor; and

instructing the competent service provider for providing the labor.

7. Method of claim 6, wherein said instructing comprises observing a video image of the equipment and the competent service provider.

8. Method of claim 5, further comprising, based on said determining, if the potential service provider is not qualified for providing the labor, then:

retrieving service provider information respecting a qualified service provider for providing the labor; and at least one of:

providing a lead to the qualified service provider; and

recommending the qualified service provider for providing the labor.

9. Method of claim 8, further comprising querying the qualified service provider about service information comprising cost and/or timing.

10. Method of claim 3, further comprising:

providing a lead to the qualified service provider; and

recommending the qualified service provider for providing the labor.

1 1 . Method of claim 10, further comprising querying the qualified service provider about service information comprising cost and/or timing.

12. Method of claim 3, further comprising, following service performed for accomplishing the servicing, assessing whether the service performed accomplished the servicing.

13. Method of claim 3, further comprising, following service performed for accomplishing the servicing, if a professional service provider performed the servicing, then:

grading the professional service provider according to predetermined criteria and defining a score; and

associating the score with the professional service provider.

14. System for diagnosing and repairing equipment comprising a processor configured to:

receive image and/or video data;

generate a display based on the data;

recognize indicia from the data; and

ascertain from the indicia identifying data selected from: brand, model, serial number and combinations thereof.

15. System of claim 14, wherein said processor is configured to retrieve from a manufacturer, based on the identifying data, equipment information selected from:

drawings, technical information, user manuals, repair manuals, and combinations thereof.

16. System of claim 14, wherein the display displays an image of the equipment.

17. System of claim 16, wherein the display displays information selected from: drawings, technical information, user manuals, repair manuals, and combinations thereof; guidelines, safety and process controls; and combinations thereof.

18. System of claim 14, further comprising a second processor configured to capture and transmit the data over a communications network.