WO2016206105A1

WO2016206105A1 - After-sales service platform based on cloud architecture

Info

Publication number: WO2016206105A1
Application number: PCT/CN2015/082521
Authority: WO
Inventors: 罗辉; 李灵; 谭和华; 李光煌
Original assignee: 深圳市赛亿科技开发有限公司
Priority date: 2015-06-26
Filing date: 2015-06-26
Publication date: 2016-12-29
Also published as: CN106537377A; CN106537377B

Abstract

An after-sales service platform based on cloud architecture, comprising an application layer (1), a service layer (2) and a database layer (3). The application layer (1) is configured to supply service to the external. The service layer (2) is configured to respond to a service request of the application layer (1). The database layer (3) is configured to store and manage data resources input from the application layer (1). The service layer (2) comprises a communication server (21) and a plurality of web servers (22). The database layer (3) comprises a communication database (31) and a plurality of application databases (32). The communication server (21) is configured to manage communication between the application layer (1) and the service layer (2). The communication database (31) is configured to store communication information between the application layer (1) and the service layer (2). The web servers (22) are configured to respond to the service request of the application layer (1). The application databases (32) are configured to store and manage the data resources input from the application layer (1). User information and maintenance information in the data resources input from the application layer (1) are sent to a manufacturer client (100), such that the manufacturer client (100) properly distributes maintenance points according to the user information, and determines products having high repair rate according to the maintenance information, so as to determine a research and development direction.

Description

A service platform based on cloud architecture

Technical field

The invention relates to the technical field of after-sales service, in particular to a service platform based on cloud architecture.

Background technique

The after-sales service competition has affected the competitiveness of the market to a certain extent. Therefore, in order to provide better after-sales service. The reasonable distribution of maintenance outlets is a key factor in improving after-sales service.

In order to properly distribute maintenance outlets, existing manufacturers need to conduct market research in the early stage. The existing market research method is to collect manual methods such as questionnaires. Therefore, there are problems such as wasting manpower, material resources and long research time.

In addition, the maintenance network can not timely feedback the maintenance document information of the product to the manufacturer, so that the manufacturer cannot timely improve the performance of the product.

Summary of the invention

In view of this, it is necessary to provide a service platform capable of providing user information and maintenance information in time, so that the manufacturer can reasonably arrange the maintenance network according to the user information, and timely improve the product performance according to the maintenance information.

A cloud architecture-based after-sales service platform includes an application layer, a service layer, and a database layer. The application layer is used to provide external services, the service layer is used to respond to application requests of the application layer, and the database layer is used to store and manage data resources entered by the application layer. The service layer includes a communication server and a plurality of web servers, the database layer includes a communication database and a plurality of application databases, the communication server is used for managing communication between the application layer and the service layer, and the communication database is used for storing the application layer and the service layer. The communication information is used by the web server to respond to service requests of the application layer, and the application database is used for storing and managing data resources entered by the application layer. The application layer includes a vendor application, a user application, and a maintenance site application. The vendor client executing the vendor application includes a first receiving module and a first sending module, and the user client executing the user application includes a second receiving module and a second sending module, and executes The service site client of the maintenance site application includes a third receiving module and a third sending module, and the web server includes a fourth receiving module, a processing module, and a fourth sending module. a first receiving module, configured to receive multiple commodity information input externally and corresponding thereto After-sales service information, product information including manufacturer identification. The first sending module is configured to send the commodity information and the corresponding after-sales service information to the webpage server. The second receiving module is configured to receive external user information input for one item of the plurality of product information. The second sending module is configured to send the user information to the web server. The third receiving module is configured to receive external maintenance information for user information and product information input. The third sending module is configured to send the maintenance information to the webpage server to form a plurality of first data sets including user information, commodity information, after-sales service information, and maintenance information. And a processing module, configured to normalize the first data set according to the vendor identifier to obtain a second data set, where the second data set includes user information and maintenance information. The fourth sending module is configured to send the second data set to the vendor client, so that the user of the vendor client makes a new decision according to the second data set.

Preferably, the vendor client further includes a building module for constructing identifier information of different products. The first sending module is configured to send the identifier information to the web server. The user client further includes a scanning module for scanning an identification code on the product, and a second sending module for transmitting the identification code to the web server. The web server further includes a comparison module, a comparison module, configured to compare whether the identification code and the identification code information are consistent to identify whether the product is genuine, and the fourth sending module is further configured to feed the authentication result to the user client.

Preferably, the first receiving module is further configured to receive external extended condition information for the commodity information input. The first sending module is further configured to send the extended condition information to the web server. The second sending module is further configured to send an extended warranty request corresponding to the product information to the web server. The web server further includes an obtaining module and a determining module, and the fourth receiving module is further configured to receive the extended condition information and the extended warranty request. The obtaining module is configured to obtain a purchase date in the commodity information corresponding to the extended warranty request. The determining module is configured to determine, according to the purchase date and the extended warranty condition information, whether the commodity corresponding to the commodity information meets the extended warranty condition. The fourth sending module is configured to feed back the judgment result to the user client, so that the user client determines whether to purchase the extended warranty service according to the judgment result.

Preferably, the web server further includes a query module. The fourth receiving module is configured to receive a product query request sent by the user client, where the commodity query request includes the product identifier. The query module is configured to query product information corresponding to the product identifier. The fourth sending module is configured to feed the product information to the user client, and the product information includes a manufacturer identifier, a product identifier, a product listing time, a product shutdown time, a consumable list of the product, and a manufacturer identifier and a product identifier are in one-to-one correspondence.

Preferably, the fourth receiving module is configured to receive a service network query request sent by the user client, where the service network query request includes a vendor identifier and a product identifier. The query module is configured to query the service network information corresponding to the manufacturer identifier and the product identifier. The fourth sending module is configured to send the service network point information to the user client, and the maintenance network point information includes a service network address, a repair network contact point, a maintenance network point person in charge, and a maintenance network surrounding the map.

Preferably, the fourth receiving module is configured to receive a repair outlet inventory inquiry request sent by the manufacturer client, where the inventory quantity inquiry request includes a vendor identifier and a commodity identifier. The query module is configured to query the inventory quantity information of the parts of the product corresponding to the manufacturer identifier and the product identifier. The fourth sending module is configured to send the inventory information to the vendor client, so that the vendor client can allocate the supply quantity of the components of each maintenance network.

Preferably, the fourth receiving module is configured to receive feedback information sent by the user client, and the feedback information is in one-to-one correspondence with the maintenance information, the feedback information includes the evaluation information and the complaint information, and the maintenance information includes the maintenance network identifier. The fourth sending module is configured to send the feedback information to the repair outlet client corresponding to the repair outlet identifier, so that the user of the repair outlet client adjusts the maintenance service strategy according to the feedback information.

Preferably, the user information includes a user contact mode, the first receiving module is configured to receive a plurality of new product information that is externally input, and the first sending module is configured to send the plurality of new product information to the web server, and the fourth receiving The module is configured to receive new product information, and the fourth sending module is configured to send the new product information to the terminal device corresponding to the contact mode of the user, so that the user of the terminal device knows the new product.

Preferably, the application layer further includes a commodity application, the smart commodity for executing the commodity application includes a monitoring module, the monitoring module is configured to monitor fault information of the smart commodity generating fault, and the fault information includes the commodity identifier. The fifth sending module is configured to send the fault information to the web server. The obtaining module is further configured to obtain user information corresponding to the product identifier, where the user information includes user address information. The query module is configured to query the repair outlet closest to the user address information, and the fourth sending module is configured to send the fault information and the user information to the repair outlet to remind the repair outlet to provide the repair service.

Preferably, the monitoring module is further configured to monitor usage time information of components of the smart commodity, the usage time information includes a product identifier, and the fifth sending module is configured to send the usage time information to the webpage server, and the acquiring module is configured to acquire and User information corresponding to the product identifier, and the user information includes user address information. The query module is configured to query the repair service point closest to the user address information, and the fourth sending module is configured to send the use time information and the user information to the repair network to remind the repair network to replace the parts that have expired.

The above-mentioned cloud-based after-sales service platform sends user information and maintenance information in the data resources input by the application layer to the manufacturer client, so that the manufacturer client can reasonably arrange the maintenance network according to the user information, and determine the high repair rate according to the maintenance information. Products to determine the direction of research and development.

DRAWINGS

FIG. 1 is a block diagram of an embodiment of a cloud architecture based after-sales service platform.

2 is a schematic diagram of functional modules of an after-sales service platform based on a cloud architecture.

detailed description

The present invention will be further described in detail below with reference to the accompanying drawings and embodiments. It is understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.

As shown in FIG. 1 , it is a block schematic diagram of an embodiment of a cloud architecture based after-sales service platform. The cloud architecture-based after-sales service platform includes an application layer 1, a service layer 2, and a database layer 3. The application layer 1 includes a vendor application 11, a user application 12, a maintenance site application 13, and a merchandise application 14. Application layer 1 is used to provide external services. The server layer 2 includes a communication server 21 and a plurality of web servers 22. The communication server 21 is for managing communication between the application layer 1 and the service layer 2. The web server 22 is responsive to the service request of the application layer 1. The database layer 3 includes a communication database 31 and a plurality of application databases 32. The communication database 31 is used to store communication information between the application layer and the service layer. The application database 32 is used to store and manage data resources entered by the application layer 1. The data resource includes user information, product information, maintenance network information, maintenance information, after-sales service information, identification code information, and extended warranty condition information. The user information includes a user identifier, a user name, a user contact method, and user address information. The product information includes a manufacturer identification, a product identification, a time to market, a time when the product is discontinued, a list of consumables for the product, and a one-to-one correspondence between the manufacturer identification and the product identification. The maintenance outlet information includes the repair outlet address, the contact information of the maintenance outlet, the person in charge of the maintenance outlet, and the map around the maintenance outlet. The maintenance information includes user identification, manufacturer identification, product identification, product type, component identification, and maintenance records.

The communication server 21 is configured to manage communication between the application layer 1 and the service layer 2, and the number of communications The database 31 is used to manage communication data information between the application layer 1 and the service layer 2. The invention separates the communication between the application layer 1 and the service layer 2 from the data processing, and improves the response speed of the service platform to the service request of the application layer 1.

The above-mentioned cloud-based after-sales service platform allocates different permissions to the vendor client of the execution vendor application 11, the user client executing the user application 12, and the maintenance site client of the maintenance site application 13. At the application level, the vendor client, the user client, and the maintenance site client perform corresponding application operations according to their rights. However, at the service layer and the database layer, data from vendor clients, user clients, and service outlet clients are processed so as to be associated with each other.

The above-mentioned cloud-based after-sales service platform receives the fault information of the smart goods executing the commodity application 14 and the usage time information of the related components in real time. When the cloud-based service platform receives the fault information, the web server 22 immediately reminds the corresponding Repair the outlet client for repair. When the usage time information of the related component indicates that its service life has expired, the web server 22 immediately prompts the corresponding repair outlet client to replace it.

As shown in FIG. 2, it is a schematic diagram of functional modules of an after-sales service platform based on a cloud architecture. The cloud architecture-based after-sales service platform includes a vendor client 100, a user client 200, a maintenance site client 300, a smart commodity 500, and a web server 400. The vendor client 100 includes a first receiving module 1001, a first transmitting module 1003, and a building module 1002. The user client 200 includes a second receiving module 2001, a second transmitting module 2003, and a scanning module 2002. The service outlet client 300 includes a third receiving module 3001 and a third transmitting module 3002. The web server 400 includes a fourth receiving module 4001, a comparing module 4002, an obtaining module 4003, a determining module 4004, a querying module 4005, a processing module 4006, and a fourth transmitting module 4007. The smart item 500 includes a monitoring module 5001 and a fifth transmitting module 5002.

The first receiving module 1001 of the vendor client 100 is configured to receive a plurality of externally input commodity information and corresponding after-sales service information, where the commodity information includes a manufacturer identifier. The first sending module 1003 of the vendor client 100 is configured to send the product information and the corresponding after-sales service information to the web server 400. The second receiving module 2001 of the user client 200 is configured to receive external user information input for one of the plurality of product information. The second sending module 2003 of the user client 200 is configured to send user information to the web server 400. The third receiving module 3001 of the maintenance site client 300 is configured to receive an external pin Maintenance information entered for user information and product information. The maintenance site client 300 third sending module 3002 is configured to send the maintenance information to the web server 400 to form a plurality of first data sets including user information, product information, after-sales service information, and maintenance information. The processing module 4006 of the web server 400 is configured to normalize the first data set according to the vendor identifier to obtain a second data set, where the second data set includes user information and maintenance information. The fourth sending module 4007 of the web server 400 is configured to send the second data set to the vendor client 100, so that the user of the vendor client 100 makes a new decision according to the second data set.

The web server 400 receives the product information of the vendor client 100 and its corresponding after-sales service information, the user information input by the user client 200 for a certain product information and its corresponding after-sales service information, and the maintenance site client 300 for a certain one. After the product information under the user information and the corresponding maintenance information input by the after-sales service information are processed, and the received data information is processed, the user information and the maintenance information associated with the product of one of the vendors are fed back to the vendor client 100. The manufacturer client 100 can reasonably improve the performance of the component by reasonably arranging the maintenance network according to the user information to improve the quality of the after-sales service and determining the component with high maintenance rate according to the maintenance information.

The building module 1002 of the vendor client 100 is used to construct identifier information of different products. The first sending module 1003 of the vendor client 100 is configured to send the identifier information to the web server 400. The scanning module 2002 of the user client 200 is configured to scan the identification code on the product, and the second sending module 2003 of the user client 200 is configured to send the identification code to the web server 400. The comparison module 4002 of the web server 400 is configured to compare whether the identification code and the identification code information are consistent to identify whether the product is genuine. The fourth sending module 4007 of the web server 400 is further configured to feed back the authentication result to the user client. 200.

The web server 400 first receives the identifier information of the vendor client 100, and secondly, receives the identifier scanned by the client client 200, so that the web server 400 identifies whether the product is genuine, and feeds the authentication result to the user client 200. Further guarantee the legitimate rights and interests of consumers and manufacturers.

The first receiving module 1001 of the vendor client 100 is further configured to receive external extended condition information for product information input. The first sending module 1003 of the vendor client 100 is further configured to send the extended condition information to the web server 400. The second sending module 2003 of the user client 200 is further configured to send an extended warranty request corresponding to the product information to the web server 400. The fourth receiving module 4001 of the web server 400 is further configured to receive the extended condition information and the extended warranty request. An obtaining module 4003 of the web server 400, configured to: Get the purchase date in the item information corresponding to the extended warranty request. The determining module 4004 of the web server 400 is configured to determine, according to the purchase date and the extended warranty condition information, whether the commodity corresponding to the product information meets the extended warranty condition. The fourth sending module 4007 of the web server 400 is configured to feed back the determination result to the user client 200, so that the user client 200 determines whether to purchase the extended warranty service according to the determination result.

The web server 400 first receives the extended condition information of the vendor client 100. When receiving the extended warranty request of the user client 200, obtaining the purchase date of the product for which the application is extended, determining whether the extended warranty condition is met according to the purchase date and the extended warranty condition information, and feeding back the determination result to the user client 200, For the user client 200 to refer to, whether to apply for extended warranty.

The fourth receiving module 4001 of the web server 400 is configured to receive a product query request sent by the user client 200, where the product query request includes a product identifier. The query module 4005 of the web server 400 is configured to query product information corresponding to the product identifier. The fourth sending module 4007 of the web server 400 is configured to feed back product information to the user client 200, and the product information includes a manufacturer identifier, a product identifier, a product listing time, a product shutdown time, a consumable list of the product, a manufacturer identifier, and a product identifier. A correspondence.

When receiving the product inquiry request of the user client 200, the web server 400 feeds back the product information corresponding to the product inquiry request to the user client 200, so that the user client 200 knows the manufacturer and the product to be purchased.

The fourth receiving module 4001 of the web server 400 is configured to receive a service network query request sent by the user client 200, where the service network query request includes a vendor identifier and a product identifier. The query module 4005 of the web server 400 is configured to query the repair outlet information corresponding to the manufacturer identifier and the product identifier. The fourth sending module 4007 of the web server 400 is configured to send the maintenance network information to the user client 200, and the maintenance network information includes a repair network address, a repair network contact point, a maintenance network point person, and a maintenance network surrounding map.

When receiving the service network query request of the user client 200, the web server 400 feeds back the repair network information corresponding to the service network query request to the user client 200, so that the user client 200 selects the required service network, and Schedule a repair service at the required service outlet.

The fourth receiving module 4001 of the web server 400 is configured to receive a repair outlet inventory inquiry request sent by the vendor client 100, where the inventory quantity query request includes a vendor identifier and a commodity identifier. The query module 4005 of the web server 400 is configured to query the inventory of the parts of the product corresponding to the manufacturer identifier and the product identifier. Quantity information. The fourth sending module 4007 of the web server 400 is configured to send the inventory information to the vendor client 100 for the vendor client 100 to allocate the supply amount of the components of each service outlet.

When the web server 400 receives the repair outlet inventory inquiry request of the manufacturer client 100, the inventory information of the component corresponding to the repair outlet inventory inquiry request is fed back to the vendor client 100 for the vendor client. 100 allocates the supply of parts for each service outlet.

The fourth receiving module 4001 of the web server 400 is configured to receive feedback information sent by the user client 200, and the feedback information is in one-to-one correspondence with the maintenance information. The feedback information includes evaluation information and complaint information, and the maintenance information includes a maintenance network identifier. The fourth sending module 4007 of the web server 400 is configured to send the feedback information to the repair outlet client 300 corresponding to the repair outlet identifier, so that the user of the repair outlet client 300 adjusts the maintenance service policy according to the feedback information.

The web server 400 receives the feedback information of the maintenance service of the user client 200, and sends the feedback information to the service outlet client 300, so that the user of the maintenance outlet client 300 adjusts the maintenance service strategy according to the feedback information to improve the maintenance service. Quality, improve customer satisfaction.

The first receiving module 1001 of the vendor client 100 is configured to receive a plurality of new product information that is externally input, and the first sending module 1003 of the vendor client 100 is configured to send the plurality of new product information to the web server 400. The fourth receiving module 4001 of the web server 400 is configured to receive new product information, and the fourth sending module 4007 of the web server 400 is configured to send the new product information to the terminal device corresponding to the user contact manner for the terminal device. Users understand new products.

The web server 400 receives the new product information of the vendor client 100 and transmits the new product information to the user client 200 for the user client 200 to share the new product information.

The monitoring module 5001 of the smart commodity 500 is configured to monitor fault information of the smart commodity 500 to generate a fault, and the fault information includes a commodity identifier. The fifth sending module 5002 of the smart commodity 500 is configured to send the fault information to the web server 400. The obtaining module 4003 of the web server 400 is further configured to acquire user information corresponding to the product identifier, where the user information includes user address information. The query module 4005 of the web server 400 is configured to query the repair service point closest to the user address information, and the fourth sending module 4007 of the web server 400 is configured to send the fault information and the user information to the maintenance network to remind the maintenance network to provide the repair service. .

When the web server 400 receives the fault information sent by the smart commodity 500, it first determines the distance from the smart The nearest maintenance outlet of the commodity 500, after which, the maintenance outlet is reminded to provide maintenance service.

The monitoring module 5001 of the smart product 500 is further configured to monitor usage time information of the component of the smart commodity 500. The usage time information includes a product identifier, and the fifth sending module 5002 of the smart commodity 500 is configured to send the usage time information to the web server. 400. The obtaining module 4003 of the web server 400 is configured to obtain user information corresponding to the product identifier, where the user information includes user address information, and the query module 4005 of the web server 400 is configured to query the repair network point closest to the user address information, and the web server The fourth sending module 4007 of the 400 is configured to send the usage time information and the user information to the maintenance network to remind the maintenance network to replace the parts that have expired.

When the web server 400 receives the usage time information transmitted by the smart product 500, it first determines whether the service life of the component has expired based on the usage time information. Then, when the service life of some components expires, the repair service point closest to the smart goods 500 is determined, and finally, the maintenance network is reminded to provide the component replacement service.

The embodiments of the invention have been described in detail above, but are merely exemplary, and the invention is not limited to the specific embodiments described above. All equivalent modifications and alterations to the invention are also within the scope of the invention, and the equivalents and modifications and improvements may be made without departing from the spirit and scope of the invention. And the like should be covered within the scope of the present invention.

Claims

An after-sales service platform based on a cloud architecture, characterized in that it comprises an application layer, a service layer and a database layer; the application layer is used for providing external services, and the service layer is configured to respond to service requests of the application layer, The database layer is configured to store and manage data resources entered by the application layer; the service layer includes a communication server and a plurality of web servers, the database layer includes a communication database and a plurality of application databases, and the communication server For managing communication between the application layer and the service layer, the communication database is configured to store communication information between the application layer and the service layer, and the web server is configured to respond to the application layer Service request, the application database is used for storing and managing data resources entered by the application layer; the application layer includes a vendor application, a user application, and a maintenance site application, and the vendor client executing the vendor application includes the first receiving a module and a first sending module, the user client executing the user application includes a second receiving module and a second sending module The maintenance site client that executes the service site application includes a third receiving module and a third sending module, the web server includes a fourth receiving module, a processing module, and a fourth sending module, where the first receiving module is configured to: And receiving the plurality of product information and the corresponding after-sales service information, the product information includes a manufacturer identifier, and the first sending module is configured to send the product information and the corresponding after-sales service information to the web server The second receiving module is configured to receive external user information input for one of the plurality of product information, and the second sending module is configured to send the user information to the web server The third receiving module is configured to receive external maintenance information for the user information and the product information, and the third sending module is configured to send the maintenance information to a webpage server to form multiple a first data set including user information, product information, after-sales service information, and maintenance information, the processing module, configured to Aligning the first data set according to the vendor identifier to obtain a second data set, where the second data set includes user information and maintenance information, and the fourth sending module is configured to send the second data set to The vendor client for the vendor client The user makes a new decision based on the second set of data.
The cloud architecture-based after-sales service platform according to claim 1, wherein the vendor client further comprises a building module, wherein the building module is configured to construct identifier information of different products, the first sending module, And the second client is configured to send the identifier to the webpage server, where the user client further includes a scanning module, configured to scan an identifier on the product, where the second sending module is configured to send the identifier to a web server; the web server further includes a comparison module, wherein the comparison module is configured to compare whether the identification code and the identification code information are consistent to identify whether the product is genuine, and the fourth sending The module is further configured to feed back the authentication result to the user client.
The cloud architecture-based after-sales service platform according to claim 1, wherein the first receiving module is further configured to receive external extended condition information for the commodity information input, the first sending module, And the second sending module is further configured to send an extended warranty request corresponding to the commodity information to the webpage server, where the webpage server further includes an acquiring module. And the determining module, the fourth receiving module is further configured to receive the extended condition information and the extended warranty request, where the acquiring module is configured to acquire the commodity information corresponding to the extended warranty request a judging module, configured to determine, according to the purchase date and the extended condition information, whether an item corresponding to the item information meets an entitlement condition, and the fourth sending module is configured to determine the item The result is fed back to the user client, for the user client to determine whether to purchase the extended warranty service according to the determination result.
The cloud architecture-based after-sales service platform according to claim 1, wherein the webpage server further comprises a query module, and the fourth receiving module is configured to receive a product query request sent by the user client, where The item query request includes a product identifier, the query module is configured to query product information corresponding to the product identifier, and the fourth sending module is configured to feed back the product information to the user client, Product information includes manufacturer identification, product identification, time to market, The merchandise stoppage time, the list of consumables of the merchandise, the manufacturer identifier and the merchandise identifier are in one-to-one correspondence.
The cloud architecture-based after-sales service platform according to claim 4, wherein the fourth receiving module is configured to receive a service network query request sent by the user client, where the maintenance network point query request includes a vendor identifier And the product identifier, the query module is configured to query the service network information corresponding to the vendor identifier and the product identifier, and the fourth sending module is configured to send the maintenance network information to the user client The maintenance outlet information includes a repair outlet address, a contact point of the maintenance outlet, a person in charge of the maintenance outlet, and a map around the maintenance outlet.
The cloud architecture-based after-sales service platform according to claim 4, wherein the fourth receiving module is configured to receive a repair outlet inventory inquiry request sent by the vendor client, where the inventory query request includes a vendor identifier and a product identifier, the query module, configured to query inventory quantity information of a component of the commodity corresponding to the vendor identifier and the product identifier, and the fourth sending module is configured to use the inventory information Sent to the vendor client for the vendor client to provision the supply of parts for each service outlet.
The cloud architecture-based after-sales service platform according to claim 1, wherein the fourth receiving module is configured to receive feedback information sent by the user client, and the feedback information and the maintenance information are one by one Correspondingly, the feedback information includes evaluation information and complaint information, the maintenance information includes a service network identifier, and the fourth sending module is configured to send the feedback information to a service network client corresponding to the service network identifier The user for the maintenance site client adjusts the maintenance service strategy according to the feedback information.
The cloud architecture-based after-sales service platform according to claim 1, wherein the user information comprises a user contact mode, and the first receiving module is configured to receive a plurality of new commodity information input externally, a first sending module, configured to send a plurality of the new product information to the web server, the fourth receiving module, configured to receive the new product information, and the fourth sending module is configured to: The new The product information is sent to the terminal device corresponding to the contact mode of the user, so that the user of the terminal device knows the new product.
The cloud architecture-based after-sales service platform according to claim 3 or 4, wherein the application layer further comprises a commodity application, the smart commodity for executing the commodity application comprises a monitoring module, and the monitoring module is used for monitoring the The fault information of the smart goods is faulty, the fault information includes a product identifier, and the fifth sending module is configured to send the fault information to the webpage server, where the acquiring module is further configured to acquire The user information corresponding to the product identifier, the user information includes user address information, the query module is configured to query a service network nearest to the user address information, and the fourth sending module is configured to: The user information is sent to the maintenance network to remind the maintenance network to provide maintenance service.
The cloud architecture-based after-sales service platform according to claim 9, wherein the monitoring module is further configured to monitor usage time information of components of the smart commodity, wherein the usage time information includes a product identifier, a fifth sending module, configured to send the usage time information to the webpage server, where the acquiring module is configured to acquire user information corresponding to the product identifier, where the user information includes user address information, a querying module, configured to query a service network that is closest to the user address information, where the fourth sending module is configured to send the usage time information and the user information to the maintenance network to remind the maintenance network Replace parts that have expired.