WO2020036533A1 - Système et procédé pour faciliter des services après-vente et de maintenance de véhicule - Google Patents

Système et procédé pour faciliter des services après-vente et de maintenance de véhicule Download PDF

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Publication number
WO2020036533A1
WO2020036533A1 PCT/SG2019/050388 SG2019050388W WO2020036533A1 WO 2020036533 A1 WO2020036533 A1 WO 2020036533A1 SG 2019050388 W SG2019050388 W SG 2019050388W WO 2020036533 A1 WO2020036533 A1 WO 2020036533A1
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WO
WIPO (PCT)
Prior art keywords
service
vehicle
ambassador
communication device
requester
Prior art date
Application number
PCT/SG2019/050388
Other languages
English (en)
Inventor
Praveen SURENDIRAN
S Sreekumar
Original Assignee
Onb Technologies Pte. Ltd.
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 Onb Technologies Pte. Ltd. filed Critical Onb Technologies Pte. Ltd.
Priority to SG11202101484SA priority Critical patent/SG11202101484SA/en
Publication of WO2020036533A1 publication Critical patent/WO2020036533A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/02—Services making use of location information
    • H04W4/029—Location-based management or tracking services
    • 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
    • G06Q10/00—Administration; Management
    • G06Q10/08—Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
    • 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
    • G06Q10/00—Administration; Management
    • G06Q10/20—Administration of product repair or maintenance
    • 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
    • G06Q30/012—Providing warranty services
    • 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
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/30—Services specially adapted for particular environments, situations or purposes
    • H04W4/40—Services specially adapted for particular environments, situations or purposes for vehicles, e.g. vehicle-to-pedestrians [V2P]

Definitions

  • This invention relates to the field of vehicle after-sales and maintenance services and in particular to a system and method for facilitating after-sales and maintenance services using mobile or fixed communication devices.
  • the present invention attempts to overcome at least in part some of the aforementioned disadvantages and to provide a system and method for facilitating after sales and maintenance services on vehicles by their owners and users via a software application on a communications device, thus reducing costs and boosting efficiency.
  • a method for facilitating vehicle after-sales and maintenance services comprising: receiving, at the computing system via a communications network, a service request from a communication device of a requester, wherein the service request includes a predetermined geographic location, date and time for pick-up of the vehicle and a service provider location; transmitting a job request to a communication device of a service ambassador, wherein the job request includes the predetermined geographic location, date and time for pick-up of the vehicle and the service provider location; receiving, at the computer system via the communications network, a first confirmation to accept the job request from the communication device of the service ambassador; receiving, at the computing system via the communications network, vehicle condition details captured by the service ambassador located at the predetermined geographic location
  • the method further comprises the steps of periodically receiving a second tracking information of the communication device of the service ambassador, wherein the second tracking information includes the most recent geographic location of the communication device of the service ambassador so that movement of the communication device of the service ambassador from the initiation of the job request to the predetermined location can be tracked; and periodically relaying the second tracking information to the communication device of the requester.
  • the method further comprises the step of: displaying a map on the screen of the communication device of the requester the first tracking information of the communication device of the service ambassador.
  • the method further comprises the step of: receiving, at the computer system via the communications network, from the communication device of the service ambassador, an aggregated time taken by the service ambassador to complete the pick-up of the vehicle from the time the service ambassador initiates the job request to the time the service ambassador arrives at the predetermined geographic location.
  • the service request further comprises at least one vehicle defect, wherein the vehicle defect includes any one of the following: car jerk, clutch stiffness, brake noises.
  • the service request further comprises a vehicle maintenance service, wherein the vehicle maintenance service includes any one of the following: scheduled servicing, wheel alignment check, brake inspection, engine check.
  • vehicle maintenance service includes any one of the following: scheduled servicing, wheel alignment check, brake inspection, engine check.
  • the service request further includes a second predetermined geographic location, date and time for drop-off of the vehicle upon completion of servicing of the vehicle at the service provider location.
  • the method further comprises the step of sending the service request to a computing device of a service provider.
  • the method further comprises the step of: transmitting the first confirmation received from the communication device of the service ambassador to the communication device of the requester, wherein the first confirmation includes at least one personal identifier relating to the service ambassador.
  • the vehicle condition details include images of the interior and exterior of the vehicle prior to the service ambassador driving the vehicle to the service provider location.
  • the vehicle condition details further include descriptive details of the vehicle by the service ambassador.
  • the method further comprises the step of transmitting the vehicle condition details to the communication device of the requester and to the communication device of the service provider.
  • the second confirmation further includes a cost estimate of the service request.
  • a vehicle maintenance system comprising: a network connection for communicating wirelessly with a communication device of a requester, a communication device of a service ambassador and a communication device of a service provider; and a computing system configured to: receive, at the computing system via a communications network, a service request from the communication device of the requester, wherein the service request includes a predetermined geographic location, date and time for pick-up of the vehicle and a service provider location; transmit a job request to the communication device of the service ambassador, wherein the job request includes the predetermined geographic location, date and time for pick-up of the vehicle and the service provider location; receive, at the computing system via the communications network, a first confirmation to accept the job request from the communication device of the service ambassador; receive, at the computing system via the communications network, vehicle condition details captured by the service ambassador located at the predetermined geographic location prior to driving the vehicle to the service provider location; periodically receive a first tracking information of the communication device of the service ambassador from the predetermined geographic
  • the computing system is further configured to: periodically receive a second tracking information of the communication device of the service ambassador, wherein the second tracking information includes the most recent geographic location of the communication device of the service ambassador so that movement of the communication device of the service ambassador from the initiation of the job request to the predetermined location can be tracked; and periodically relay the second tracking information to the communication device of the requester.
  • the computing system is further configured to: display a map on the screen of the communication device of the requester indicating the first tracking information of the communication device of the service ambassador.
  • the computing system is further configured to: receive, at the computer system via the communications network, from the communication device of the service ambassador, an aggregated time taken by the service ambassador to complete the pick-up of the vehicle from the time the service ambassador initiates the job request to the time the service ambassador arrives at the predetermined geographic location.
  • the service request further comprises at least one vehicle defect, wherein the vehicle defect includes any one of the following: car jerk, clutch stiffness, brake noises.
  • the service request further comprises a vehicle maintenance service, wherein the vehicle maintenance service includes any one of the following: scheduled servicing, wheel alignment check, brake inspection, engine check.
  • the service request further includes a second predetermined geographic location, date and time for drop-off of the vehicle upon completion of servicing of the vehicle at the service provider location.
  • the vehicle condition details include images of the vehicle prior to the service ambassador driving the vehicle to the service provider location.
  • the vehicle condition details further include descriptive details of the vehicle input by service ambassador.
  • the computing system is further configured to: transmit the vehicle condition details to the communication device of the requester and to the computing device of the service provider.
  • the computing system is further configured to: transmit the first confirmation received from the communication device of the service ambassador to the communication device of the requester, wherein the first confirmation includes at least one personal identifier relating to the service ambassador.
  • Figure 1 illustrates a schematic representation of a system for performing the method of the present disclosure in accordance with an embodiment of the present disclosure
  • Figure 2 illustrates an example of an environment of a vehicle maintenance system in network communication with requesters, service providers and service ambassadors in accordance with an embodiment of the present disclosure
  • Figure 3 illustrates an example block diagram of a vehicle maintenance system in accordance with an embodiment of the present disclosure
  • Figure 4 illustrates a flow diagram of a typical request for a service request using the vehicle maintenance system in accordance with an embodiment of the present disclosure
  • Figure 5 illustrates a continuation of a flow diagram from Figure 4 of a typical request for a service request using the vehicle maintenance system in accordance with an embodiment of the present disclosure
  • Figure 6 illustrates a flow diagram of a typical service request from a requester’s mobile device in accordance with an embodiment of the present disclosure
  • Figure 7 illustrates a continuation of the flow diagram from Figure 6 of a typical service request from a requester’s mobile device in accordance with an embodiment of the present disclosure
  • Figure 8 illustrates a flow diagram of a typical job assignment for a pick-up service request from a service ambassador’s mobile device in accordance with an embodiment of the present disclosure
  • Figure 9 illustrates a flow diagram of a typical job assignment for a drop-off service request from a service ambassador’s mobile device in accordance with an embodiment of the present disclosure
  • Figure 10 illustrates a flow diagram of a typical service request from a service provider’s computing device in accordance with an embodiment of the present disclosure
  • Figures 11A-11Q illustrates exemplary graphical interface screen displays delivered or rendered by the vehicle maintenance system for the requester in accordance with an embodiment of the present disclosure
  • Figures 12A-12K illustrates exemplary graphical interface screen displays delivered or rendered by the vehicle maintenance system for the service ambassador in accordance with an embodiment of the present disclosure.
  • FIG. 1 is a schematic representation of a system 100 with an overview of the key components and the flow of information between the key components for carrying out the steps of embodiments of the method disclosed herein.
  • the system 100 provides a web-based communications interface on a vehicle maintenance system 102 for requesters, service providers and service ambassadors to provide and to fulfil vehicle after-sales service and maintenance services.
  • This is preferably implemented through a software application on communication devices that can be accessed by the requesters, service providers and service ambassadors. These communication devices are capable of having geographical location determination capability and wireless communication to a communications network into which the communication devices may be connected.
  • the vehicle maintenance system 102 allows a requester to request for a vehicle maintenance service that is provided by multiple service providers.
  • the vehicle maintenance service may include vehicle servicing and maintenance services, roadside assistance for vehicle breakdown, chauffeur services, management of vehicle insurance, service fee estimation and calculator, and vehicle logbook, etc.
  • the requesters may be owners of vehicles or persons who may be seeking services on behalf of the owner of vehicles.
  • the vehicle maintenance system 102 has a simplified and user-friendly communications interface that includes, but is not limited to services, a service provider selection application 104, a service ambassador application 105, a vehicle records management application 106, and a payments and feedback management application 107.
  • the vehicle maintenance system 102 further comprises an intermediary server operated either by the service provider providing the system 100 (“service provider”) or by an intermediary company via a communications network.
  • the system 100 disclosed herein provides a requester seeking for vehicle after-sales and maintenance services for a vehicle by providing improved security, convenience, efficiency and cost transparency to the requester. From the initiation of a request for a vehicle maintenance service to the completion of the service, the system 100 may be real-time, on-demand and computer automated, with no required human action other than to perform the initiation, confirmation and service of the request.
  • the system 100 provides a choice of service providers to the requester that are based on proximity to the geographic location of the requester.
  • the system also provides a pick-up and drop-off service of the vehicle that are effected by a service ambassador.
  • the service ambassador will have secured access to the service ambassador application that allows the service ambassador to receive and to accept assignments, to provide a log of pick-ups and drop- offs performed, and to track payments for services that have been rendered. Further details of the service ambassador application will be provided in a later section.
  • the vehicle records management application 106 allows a requester to track the vehicle service records for the vehicle.
  • the vehicle service records may include the history of services booked at a service provider, date and time of services performed, and aggregated costs of services.
  • the payments and feedback management application 107 includes the cost estimates and final invoices issued by the service providers or invoices that reflect the charges attributed to the services performed by the service ambassadors. For performing services by the service provider or by the service ambassadors, the requester will be able to provide feedback or a review through the application. These feedbacks are stored in the database and are directed to the relevant service provider and service ambassador once a requester sends it out. The payments and feedback management application are accessible by the requesters, service providers and the service ambassadors when desired.
  • Figure 2 is an illustration of an environment of a vehicle maintenance system 102 in network communication via a communications network 110 with communication devices of requesters 101, service providers 103 and service ambassadors 109.
  • Communication devices are well-known in the art and include, but are not limited to, a personal computer, a portable computing device such as a laptop, a television, a mobile phone, a hand-held device, or any other appropriate storage and/or communication device to exchange data and information via a software application and/or communications network.
  • the communication devices possess location determination capability and software for enabling the device to communicate information with other communication devices through the communications network.
  • the requester 101 may have a communication device that is used to input a service request, for example, servicing of a vehicle, that may be provided by the service providers.
  • the communication device of the service provider 103 receives the service request through the vehicle maintenance system 102 and may send a cost estimate of the vehicle servicing to the requester 101 and to make preparations for the servicing of the vehicle by obtaining the necessary spare parts. If the service request includes a request for a pick-up and/or drop-off of the vehicle from a predetermined geographical location, for example, the requester’s residence or work place, the vehicle maintenance system 102 will assign and match the service request with an available service ambassador 109, details of which will be sent to the communication device of the requester 101.
  • the communications network 110 is effective for interconnecting communication devices and permits transfer of data and information between communication devices and comprises a Local Area Network (LAN), a Metropolitan Area Network (MAN), a Wide Area Network (WAN), a proprietary network, and/or Internet Protocol (IP) network such as the Internet, an Intranet or an extranet.
  • the network may be maintained by a server or a combination of servers or the network may be serverless. Additionally, any type of protocol (for example, HTTP, FTP, ICMP, UDP, WAP, SIP, H.323, NDMP, TCP/IP) may be used to communicate across the network.
  • the terms ‘requester’ and ‘requester communication device’ may be used interchangeably and a‘requester communication device’ is defined as the communication device that is used by the requester.
  • the terms ‘service ambassador’ and ‘service ambassador communication device’ may be used interchangeably and a ‘service ambassador communication device’ is defined as the communication device that is used by a service ambassador.
  • the terms‘service provider and‘service provider communication device’ may be used interchangeably and a‘service provider communication device’ is defined as the communication device that is used by a service provider.
  • FIG. 3 illustrates an example block diagram of a vehicle maintenance system 102 in accordance with an embodiment of the present disclosure.
  • the vehicle maintenance system 102 may be a computer system (hardware and software) or server in communication with a communications network 110.
  • the vehicle maintenance system 102 has the capability to route data and information between and to requester communication devices 101, service ambassador communication devices 109 and service provider communication devices 103 through the communications network 110.
  • Each of these communication devices provide an application that is specific to the user that is configured to receive and to store requests from other users.
  • the application also provides mapping and textual display capabilities and enables the user to input and to view information.
  • the requester communication device 101 has a requester application 140
  • the service ambassador communication device 109 has a service ambassador application 120
  • the service provider communication device 103 has a service provider application 130.
  • Each of the requester application 140, the service ambassador application 120 and service provider application 130 has a corresponding requester interface 141, a service ambassador interface 121 and a service provider interface 131 that allows the vehicle maintenance system 102 to receive and to transmit data and information.
  • Each of these applications will be described in further detail hereinafter.
  • the requester interface 141 may include any software and/or hardware and is configured to facilitate communication between the vehicle maintenance system 102 and the requester application 140 operating on the requester communication device 101.
  • the requester interface 141 may be configured to receive service requests, geographical location information, messages or feedback, payment details information, and/or any other relevant information from the requester communication device 101.
  • the requester interface 141 may also be configured to send notifications, updates and confirmations, geographical location information of service ambassadors, travel routes, estimated travel times, cost estimates for service requests and/or any other relevant information that is necessary to complete the service request.
  • the service ambassador interface 121 may include any software and/or hardware and is configured to send and receive communications between the vehicle maintenance system and the service ambassador communication device 109.
  • the service ambassador interface 121 may be configured to receive geographical location information, updates, messages and notifications, vehicle condition details and/or any other relevant information from the service ambassador communication device 109 when the service ambassador application 120 is active on the service ambassador communication device 109.
  • the service ambassador interface 121 may also be configured to send job assignment and requests, updates, messages and notifications, pick-up and drop-off geographical locations and/or any other relevant information to the service ambassador application 120 of the service ambassador communication device 109.
  • the service provider interface 131 may include any software and/or hardware and is configured to send and receive communications between the vehicle maintenance system 102 and the service provider communication device 103.
  • the service provider interface 131 may be configured to send service requests, messages, updates and notifications, vehicle condition details and/or any other relevant information to the service provider communication device 103.
  • the service provider interface 131 may also be configured to receive updates, messages and notifications, cost estimates, vehicle condition details and/or any other relevant information to the service provider application 130 of the service provider communication device 103 when the service provider application 130 is active on the service ambassador communication device 103.
  • the vehicle maintenance system 102 is configured to store all information received by any of the requesters, service ambassadors, and service providers.
  • the vehicle maintenance system 102 is configured to receive and store all requests, confirmations, payments, receipts, and to receive and store all geographical locations and activities of service providers, requesters and service ambassadors, where necessary.
  • the information received by any of the requesters, service ambassadors, and service providers may be stored in its respective requester information database 151, a service ambassador information database 152, a service provider information database 156, a navigation database 153, a mapping database 154, a vehicle service request information database 156, and a matched rides database 155.
  • the requester information database 151 includes data that is provided by the requester and may include, but not limited to, personal information related to the requester such as name, contact number, address, credit card details, and to vehicle information such as vehicle manufacturer, vehicle type and model, vehicle insurance details.
  • the requester information database 151 may also include booking and payment histories, communication requests and feedback sent by requester and responses received by other parties.
  • the service ambassador information database 152 includes data that is provided by the service ambassador and may include, but not limited to, personal information related to the service ambassador such as name, contact number, address, bank account and/or credit card details, booking and payment histories, communication requests and feedback sent by service ambassador and responses received by other parties.
  • the service provider information database 157 includes data that is provided by the service provider and may include, but not limited to, information related to the service ambassador such as service provider name, contact number, address, service requests histories, rating information, feedback sent by requesters or service ambassadors and responses to feedback.
  • the matched rides database 155 is configured to store requester information and service ambassador information that has been matched with the requester information, pick-up location, service provider location, drop-off location, and/or any other suitable information to allow the service ambassador to complete the requested service.
  • the navigation database 153 may include real-time and historical geographical locations, historical travel time information, known routes for a specific geographical region, and/or any other information for mapping or identifying potential travel routes for travelling from one location to another.
  • the vehicle maintenance system 102 may include a vehicle servicing module 160, a service ambassador module 170 and a payment management module 180.
  • the vehicle servicing module 160 may include a software module that is configured to process service requests and other communications between requesters and service providers.
  • a service request may include services such as vehicle servicing and maintenance services, roadside assistance for vehicle breakdowns, chauffeur services, management of vehicle insurance, and vehicle logbook. Additionally, the service request may also include a list of pre-selected concerns or special requests related to a vehicle defect or to any of the services mentioned above. It may also include the pick-up and drop-off locations and the date and time of the scheduled service request.
  • the service ambassador module 170 may include a software module that is configured to match and to assign a service ambassador based on the details of the service request. If the service request includes a request for pick-up and/or drop-off of the vehicle from a specific geographical location to the geographical location of the service provider or vice versa, the service ambassador module matches and assigns a job request to a service ambassador from the service ambassador information database. The matching and assignment of the job request to a service ambassador may be based on the availability of the service ambassador, proximity of the service ambassador location to the specific geographical location in the service request, or on a first-come first-served basis.
  • the service ambassador module 170 facilitates the transfer of communication and information between the service ambassador communication device 109 and the requester communication device 101
  • information such as geographical location of the service ambassador communication device 109 may be periodically transmitted to the requester communication device 101 so that movement of the service ambassador enroute from the geographical location of the service ambassador to the service provider location can be tracked by the requester.
  • the service ambassador may also capture images of the vehicle and sends the vehicle condition details to the requester prior to pick-up of the vehicle.
  • Other communication such as special requests or messages between the requester and the service ambassador may also be transferred to and from the requester and the service ambassador.
  • the payment management module 180 may include a software module that is configured to calculate the cost estimates and final costs due to the requester based on the service request sent by the requester prior to the date of the scheduled servicing and completion of the service request.
  • the cost estimate will be sent to the requester before the scheduled servicing and may include the cost estimate for the type of service requested, any potential vehicle parts that may require replacement due to vehicle defects highlighted in the service request, and the costs for pick-up and/or drop-off of the vehicle that are due to the service ambassador.
  • the payment management module Upon completion of the scheduled servicing of the vehicle, the payment management module will issue a final invoice that will include costs for actual services and parts rendered during the scheduled servicing to the requester for payment.
  • the payment management module 180 also facilitates the payment of invoices or payment due to service ambassadors upon completion of job requests.
  • Each of these modules may be interlinked and operably communicative with each other in order to provide the needs of each of the respective parties.
  • Each or any combination of the modules 160, 170 and 180 may be implemented as one or more software modules or objects, one or more specific-purpose processor elements, or as combinations thereof.
  • Suitable software modules include, by way of example, an executable program, a function, a method call, a procedure, a routine or sub-routine, one or more processor-executable instructions, an object, or a data structure.
  • the vehicle maintenance system 102 includes a central processing unit or processor (not shown) that executes instructions contained in the above-mentioned modules.
  • the processor may provide the central processing unit (CPU) functions of a computing device on one or more integrated circuits.
  • CPU central processing unit
  • the term‘processor’ broadly refers to and is not limited to single or multi-core general purpose processor, a special purpose processor, a conventional processor, a graphical processing unit, a digital signal processor (DSP), a plurality of microprocessors, one or more microprocessors in association with a DSP core, a controller, a microcontroller, one or more Application Specific Integrated Circuits (ASICs), one or more Field Programmable Gate Array (FPGA) circuits, any other type of integrated circuit, a system on a chip (SOC), and/or a state machine.
  • DSP digital signal processor
  • ASICs Application Specific Integrated Circuits
  • FPGA Field Programmable Gate Array
  • the vehicle maintenance system 102 may be a computer node of a private computer network or a public network such as the Internet. It may include multiple computers connected by an internal network, separate from the communications network 110. Each device, module or component within the system may be connected over a network or may be directly connected.
  • network may be used interchangeably and do not imply a particular network embodiment. In general, any type of network may be used to implement the online or computer networked embodiment of the present invention.
  • the network may be maintained by a server or a combination of servers or the network may be serverless.
  • FIG. 4 illustrates a flow diagram of an exemplary service request initiated by a requester using the vehicle maintenance system 102 in accordance with an embodiment of the present disclosure.
  • a requester submits a service request on a requester communication device 101 and the service request is received by the vehicle maintenance system at step 200.
  • the service request may include a requester identifier that includes the requester’s personal details such as name, contact number, address, driving license number and a vehicle identifier that includes a registration number, manufacturer and model of vehicle.
  • the service request also includes the date and time of the vehicle servicing and maintenance at the service provider location.
  • the service request may also include pre-selected concerns or requests related to a vehicle defect or a selected service. For example, checking of tyres (such as wheel balancing or wheel alignment), checking or brakes, unusual engine noises, car jerking, stiffness of clutch, etc.
  • the service request will also include the predetermined geographical location for pick-up of the vehicle. If the requester has requested for a drop-off of the vehicle from the service provider location to the same or another predetermined geographical location, for example, to the requester’s place of work or residence, the service request will also include the same or another predetermined geographical location for drop-off of the vehicle.
  • the service provider will receive the service request from the vehicle maintenance system 102 and the service provider will proceed to input the service request details into its service provider application 130. This allows the service provider to prepare in advance of the scheduled timeslot for any potential replacement of vehicle parts so that there will not be any undue delay caused by unavailable vehicle parts on the day of the servicing. Additionally, the service provider also provides a cost estimate of the service request based on the details provided. This provides the requester with cost transparency and prevents unpleasant surprises from bill shock once the service request has been completed.
  • the vehicle maintenance system 102 will proceed to match and to select a service ambassador based on availability and proximity of the service ambassador to the predetermined geographical location for pick-up of the vehicle.
  • the details of the selected service ambassador will be displayed on the requester communication device 101. Details may include at least one identifier such as a name, photograph and/or identification number.
  • the vehicle maintenance system 102 will transmit a job request to the selected service ambassador for acceptance at step 203. Once the job request has been accepted by the service ambassador, the vehicle maintenance system 102 will receive an initiation of job request by the service ambassador and the service ambassador will proceed to the predetermined geographical location to pick-up the vehicle from where the service ambassador is located.
  • the service ambassador communication device 109 will periodically communicate the geographical location of the service ambassador communication device 109 to the vehicle maintenance system 102 and this is periodically transmitted to the requester communication device 101 for tracking the movement of the service ambassador. The time taken to travel to the predetermined geographical location from the geographical location of the service ambassador at the point of acceptance of the job request is also tracked. Once the service ambassador arrives at the predetermined geographical location where the vehicle is located, the service ambassador proceeds to capture images of the vehicle.
  • the images may include pictures of the vehicle, particularly pictures of any visible signs of wear and tear, surface scratches, dents, of the vehicle, insurance certificates. The images provide evidence of the vehicle condition prior to the service ambassador driving the vehicle to the service provider location.
  • These images are sent by the service ambassador via the service ambassador application 120 and are received by the vehicle maintenance system 102 for storage and sent to the service provider communication device 103 and/or to the requester device 101.
  • the service ambassador proceeds to drive the vehicle to the service provider location.
  • the service ambassador communication device 109 will periodically communicate the geographical location of the service ambassador communication device 109 to the vehicle maintenance system 102 and this will be transmitted to the requester communication device 101 for tracking the movement of the service ambassador from the predetermined geographical location to the service provider location.
  • the tracking of the movement is displayed graphically on the display of the requester communication device 101 for easy tracking. This provides a sense of reassurance and security to the requester that the vehicle is making its way to the service provider location safely.
  • the service ambassador proceeds to capture the same images of the vehicle that were taken at the pick-up location using a mobile phone or image-capturing device. Once the images are taken, the service ambassador will send the vehicle condition details comprising the images via the service ambassador application 120 which will be received by the vehicle maintenance system 102 for storage and sent to the service provider communication device 103 and/or to the requester device 101.
  • the service provider By capturing the same set of images at the pick-up location and the service provider location, this allows the service provider to ensure that no accident or damage to the vehicle had occurred during the journey from the pick-up location to the service provider location. This will also avoid any misunderstanding between the service provider, the service ambassador and the requester.
  • the vehicle is received by the service provider through a confirmation of receipt of vehicle on the service ambassador communication device 103.
  • the vehicle maintenance system 102 When the vehicle maintenance system 102 receives the confirmation of receipt of vehicle, it will automatically transmit a notification to the requester that the vehicle has been received by the service provider and servicing of the vehicle will commence in due course.
  • the service provider may also send a cost estimate of the charges to the request that may be performed based on the service request.
  • Figure 5 illustrates a continuation of a flow diagram from Figure 4 of a typical service request where a drop-off request of the vehicle has been requested by the requester.
  • the vehicle maintenance system 102 will proceed to match and to select a service ambassador based on availability and/or proximity of the service ambassador to the service provider location for drop-off of the vehicle.
  • the details of the selected service ambassador will be transmitted to and displayed on the requester communication device 101. Details may include at least one identifier such as a name, photograph and/or identification number.
  • the vehicle maintenance system 102 will receive an initiation of the job request by the service ambassador at step 212 and the service ambassador will proceed to the service provider location to deliver the vehicle to the predetermined geographical location.
  • the service ambassador communication device 109 will periodically communicate the geographical location of the service ambassador communication device 109 to the vehicle maintenance system 102 and this is periodically transmitted to the requester communication device 101.
  • the real-time geographical location will appear in the display of the requester communication device 101 so that the requester is able to track the movement of the service ambassador to the service provider location.
  • the vehicle maintenance system 102 keep tracks of the movement of the service ambassador to the service provider location, If the vehicle maintenance system 102 detects that the location of the service ambassador has not changed or the service ambassador has been stationary for at least 15 minutes, the vehicle maintenance system will trigger an alert to a support team to check on the service ambassador. In this way, the vehicle maintenance system ensures the on-time performance of the service ambassador and high satisfaction levels of the requesters. The time taken to travel to the predetermined geographical location from the geographical location of the service ambassador at the point of acceptance of the job request is also tracked. In the meantime, the vehicle maintenance system 102 will transmit the final invoice summary to the requester communication device 101 for payment at step 213.
  • the final invoice will include the summary of charges, including any service fee levied by the service provider and/or discount provided by the service provider.
  • the service ambassador communication device 109 will periodically communicate the geographical location of the service ambassador communication device 109 to the vehicle maintenance system 102 and this is periodically transmitted to the requester communication device 101 for tracking the movement of the service ambassador.
  • the time taken to travel to the service provider location from the geographical location of the service ambassador at the time the job request was accepted is also tracked.
  • the actual time taken to travel to the predetermined geographical location from the geographical location of the service ambassador from the point of acceptance of the job request is compared to the estimated time to arrival (ETA) determined by an external application.
  • ETA estimated time to arrival
  • the vehicle maintenance system will calculate the incentives to be accorded to the service ambassador based on the comparison between the ETA and actual time taken. In this way, the service ambassadors are motivated by the incentives to be on time, which in turns increases the overall satisfaction levels of the requesters.
  • the service ambassador proceeds to capture images of the vehicle.
  • the images may include pictures of the vehicle, particularly pictures of any visible signs of surface scratches or dents of the vehicle and insurance certificates.
  • the images provide evidence of the vehicle condition at the drop-off location.
  • These images are sent by the service ambassador via the service ambassador application and are received by the vehicle maintenance system for storage and sent to the requester communication device 101. This provides reassurance and peace of mind to the requester that the vehicle has been delivered to the drop-off location free of incidents.
  • the service ambassador will also proceed to update the service ambassador application 120 that the vehicle has been delivered to the drop-off location and this update will be received by the vehicle maintenance system 102 at step 215.
  • the vehicle maintenance system 102 will send a confirmation to the requester communication device 101 that the vehicle has been delivered to the drop-off location.
  • Figure 6 illustrates a flow diagram of a typical service request as viewed from a requester communication device in accordance with an embodiment of the present disclosure.
  • the details of the example flow for the service request will be explained in conjunction with Figures 11A to 11Q, which depicts exemplary graphical user interface screen displays of the requester application on the requester communication device 101.
  • a requester may interact with the graphical user interface screen display to log in to the requester application 140 and arrive at the vehicle identification screen display as shown on Figure 11 A.
  • the display is adapted to prompt and receive input from the requester for requester identifier details and vehicle identifier details.
  • Requester identifier details may include the requester’s mobile number, name, address, and vehicle identifier details may include vehicle registration number, vehicle manufacturer, vehicle type, chassis number, driving licence number and vehicle insurance number.
  • the requester may enter commands and information into the requester communication device by means of a keyboard, touchscreen keyboard, pointing device, voice recognition device, microphone, a touch-screen, or the like.
  • the vehicle maintenance system 102 Upon receiving the user identifier details and vehicle identifier details, the vehicle maintenance system 102 will retrieve the vehicle service record of the identified vehicle based on at least one of the user identifier details or vehicle identifier details and displays the vehicle service record on the graphical user interface screen display as shown on Figure 11F.
  • the vehicle service record displays the history of services booked, including the date and time of service, and aggregated costs for the services performed.
  • the requester is prompted to select at least one option from a list of services.
  • the services may include vehicle service options such as vehicle servicing and maintenance services, roadside assistance for vehicle breakdown, or other ancillary services such as chauffeur services, management of vehicle insurance, service fee estimation and vehicle logbook.
  • vehicle service options such as vehicle servicing and maintenance services, roadside assistance for vehicle breakdown, or other ancillary services such as chauffeur services, management of vehicle insurance, service fee estimation and vehicle logbook.
  • the graphical user interface screen display displays a list of related services and pre-selected concerns related to the vehicle as shown on Figure 11G.
  • the requester application will proceed to further display a list of available services under“Tyre Check” such as “wheel balancing” and “wheel alignment”. If the requester selects both “wheel balancing” and“wheel alignment”, the requester application will automatically provide a cost estimate of the the selected services.
  • Other pre-selected concerns may include brake issues, belt noise, car jerking, stiffness of clutch, or scheduled servicing.
  • the requester is prompted to indicate if a pickup and drop-off of the vehicle is required, to select the service provider option and the date and time of the servicing at step 302. As shown on Figure 11H, if a pick-up and drop-off of the vehicle is selected, the requester is further prompted to input the desired pick-up location and drop-off location of the vehicle. Once the desired pick-up location and drop-off location have been keyed in, the requester application provides a mapping display capability that locates the desired pick-up and drop-off locations on a map.
  • the requester application will proceed to locate the nearest available service provider that will provide the requested services and generate the search results on the graphical user interface screen display.
  • the search results may include the earliest available time for performing the requested services.
  • the requester may modify available time for performing the requested services from a drop-down menu that displays the available time slots for performing the requested services.
  • the vehicle maintenance system 102 receives the booking request and proceeds to generate a service request at step 303.
  • the service request includes the requester identifier details, the vehicle identifier details, the selected services and concerns, and the date and time of servicing.
  • the vehicle maintenance system 102 sends the service request to the selected service provider for review and further action.
  • the requester will receive a cost estimate of the selected services based on the selected service provider. If the requester has any special requirements or requests for the selected service provider, at step 307, the requester can provide the special requirements through a chat function that is available on the requester application of the requester communication device. This allows the requester to convey any special or additional requirements and to interact with the selected service provider.
  • FIG. 11K An exemplary graphical user interface screen display of the chat function is shown on Figure 11K.
  • the messages sent by the requester through the chat function on the requester application will be communicated via the vehicle maintenance system 102 and received by the service provider communication device 103 on the service provider application 130.
  • responses to the requester messages are also communicated through the vehicle maintenance system 102 and received by the requester communication device 101 on the requester application 140.
  • the requester application 140 will proceed to determine if a pick-up of the vehicle had been selected previously. If no pick-up of the vehicle is required, the requester will receive a final invoice upon completion of the servicing of the vehicle at the service provider at step 309.
  • Figure 7 illustrates a continuation of the flow diagram from Figure 6 of a typical service request from a requester communication device 101 where a pick-up and drop-off of a vehicle had been selected. If a pick-up of the vehicle had been selected previously, the vehicle maintenance system 102 will proceed to select a service ambassador from the service ambassador database. The selection of the service ambassador may be based on availability and proximity of the service ambassador to the pick-up location.
  • the vehicle maintenance system 102 sends a notification to the requester communication device 101 which receives the service ambassador identifier details on the requester application and the real-time geographical location of the service ambassador.
  • the service ambassador identifier details may include a name, photograph, identification number or the like.
  • the real-time geographical location of the service ambassador may be displayed on a map which highlights the exact location of the service ambassador with a pin.
  • An exemplary graphical user interface display of the service ambassador details is shown on Figure 11L.
  • the service ambassador communication device 109 will periodically communicate the geographical location of the service ambassador communication device 109 to the vehicle maintenance system 102 and this is periodically transmitted to the requester communication device 101 for tracking the movement of the service ambassador.
  • the service ambassador proceeds to capture images of the vehicle.
  • the images may include pictures of the vehicle, particularly pictures of any visible signs of wear and tear, surface scratches, dents, of the vehicle, insurance certificates.
  • the images provide evidence of the vehicle condition prior to the service ambassador driving the vehicle to the service provider location.
  • These images are sent by the service ambassador via the service ambassador application 120 and are received by the vehicle maintenance system 102 for storage and sent to the requester device at step 311.
  • the service ambassador proceeds to drive the vehicle to the service provider location.
  • the service ambassador communication device 109 will periodically communicate the geographical location of the service ambassador communication device 109 to the vehicle maintenance system 102 and this will be transmitted to the requester communication device 101 for tracking the movement of the service ambassador from the pick-up location to the service provider location.
  • the tracking of the movement is displayed graphically on a map display of the requester communication device 101 for easy tracking. This provides a sense of reassurance and security to the requester that the vehicle is making its way to the service provider location safely.
  • the service ambassador proceeds to capture the same images of the vehicle that were taken at the pick-up location using an image-capturing device or a mobile device. Once the images are taken, the service ambassador will send the vehicle condition details comprising of the images, via the service ambassador application 120 which will be received by the vehicle maintenance system 102 for storage and sent to the service provider communication device 103 and/or to the requester device 101.
  • the service provider By capturing the same set of images at the pick-up location and the service provider location, this allows the service provider to ensure that no accident or damage to the vehicle had occurred during the journey from the pick-up location to the service provider location. This will also avoid any misunderstanding between the service provider, the service ambassador and the requester.
  • the vehicle is received by the service provider through a confirmation of receipt of vehicle on the service ambassador communication device 103.
  • the vehicle maintenance system 102 When the vehicle maintenance system 102 receives the confirmation of receipt of vehicle, it will automatically transmit a notification to the requester that the vehicle has been received by the service provider and servicing of the vehicle will commence in due course.
  • the service provider may also send a cost estimate of the charges to the request that may be performed based on the service request.
  • the service provider will update the service provider application 130 on the service provider communication device 103 to indicate that servicing and maintenance of the vehicle has been completed. This update will be received by the vehicle maintenance system 102 and stored in the relevant database. A confirmation of completion of the servicing and maintenance of the vehicle will be sent to the requester communication device 101 by the vehicle maintenance system 102 at step 314.
  • the service provider proceeds to issue and upload a final invoice on the service provider application 130 and the graphical user interface displays a confirmation that the invoice has been uploaded on the service provider application 130 as illustrated in Figures 11M and 11N.
  • the vehicle maintenance system 102 will send the final invoice to the requester communication device 101 for payment.
  • the graphical user interface displays a summary of the charges as reflected in the final invoice at the requester’s option, including any service fee levied by the service operator and/or discount provided by the service operator; and the total amount payable by the user as shown on Figure 110.
  • a complaints function is also available on the graphical user interface display that allows a requester to lodge complaints pertaining to the service rendered by the service provider or the service ambassador for feedback to the respective parties.
  • the requester is directed to a payment interface upon the selection of the“pay invoice” function on the graphical user interface of the requester application 140.
  • the requester proceeds to make payment via one of a plurality of payment options including payment through electronic means via credit or debit cards.
  • the process is completed when the requester provides a review of the performance of the service provider, the first service ambassador and the second service ambassador. This review is uploaded and sent to the vehicle maintenance system 102 for storage.
  • An exemplary graphical user interface display of the review is shown on Figure 11Q.
  • step 316 if no request for a drop-off of the vehicle had been selected, the service request is complete and no further action is required. If the requester had requested in its service request for a drop-off of the vehicle at a drop-off location, for example the same predetermined geographical location or another geographical location, the vehicle maintenance system 102 will proceed to match and to select a service ambassador based on availability and/or proximity of the service ambassador to the service provider location. The details of the selected service ambassador and real-time location of the service ambassador will be transmitted to and displayed on the requester communication device at step 317. Details may include at least one identifier such as a name, photograph and/or identification number.
  • the service ambassador communication device 109 will periodically communicate the geographical location of the service ambassador communication device 109 to the vehicle maintenance system 102 and this is periodically transmitted to the requester communication device 101.
  • the real-time geographical location will appear in the display of the requester communication device 101 so that the requester is able to track the movement of the service ambassador from the service provider location to the drop-off location.
  • the service ambassador arrives at the drop-off location with the vehicle, the service ambassador proceeds to update the service ambassador application that the vehicle has arrived at the drop-off location.
  • the vehicle maintenance system will send a confirmation to the requester communication device that the vehicle has been delivered to the drop-off location.
  • Figure 8 illustrates a flow diagram of a typical job assignment as viewed from a service ambassador’s mobile device in accordance with an embodiment of the present disclosure.
  • the details of the example flow for the job assignment will be explained in conjunction with Figures 12A to 12K, which depicts exemplary graphical user interface screen displays of the service ambassador application on the service ambassador communication device 109.
  • a service ambassador is given secure access to the service ambassador application 120 on the service ambassador communication device 109 via a unique identifier and password as shown by an exemplary graphical user interface display in Figure 12A.
  • the graphical user interface Upon signing in to the service ambassador application 120, the graphical user interface displays a plurality of menu options shown on Figure 12B.
  • the menu options pertain to the service ambassador and include: history of pickups and dropoffs performed by the service ambassador, cash payment received by the service ambassador from a requester, ticket history, penalties, incentives, complaints lodged by requesters against the service ambassador, bank details of the service ambassador, training, etc..
  • the service ambassador receives a job assignment from the vehicle maintenance system 102 to pick up a vehicle for delivery to a service provider location.
  • the service ambassador has to agree to the terms and conditions of the job assignment which includes waiving any claims against the service provider or owner of the vehicle maintenance system for any liability or damage incurred to the vehicle by the service ambassador during the transit of the vehicle from a predetermined location to a destination location.
  • the service ambassador also indemnifies the service provider and owner of the vehicle maintenance system for such liability or damage claimed by requesters or third parties against the service provider and owner of the vehicle maintenance system.
  • An exemplary graphical user interface display of the acceptance page is shown on Figure 12C.
  • the service ambassador application 120 prompts the service ambassador to select a‘start task’ button on the service ambassador communication device 109.
  • An exemplary graphical user interface display of the‘start task’ button page is shown on Figure 12D.
  • the actual time taken to travel to the pick-up location from the geographical location of the service ambassador from the point of acceptance of the job assignment is compared to the estimated time to arrival (ETA) determined by an external application.
  • ETA estimated time to arrival
  • the vehicle maintenance system will calculate the incentives to be accorded to the service ambassador based on the comparison between the ETA and actual time taken. In this way, the service ambassadors are motivated by the incentives to be on time, which in turns increases the overall satisfaction levels of the requesters.
  • An exemplary graphical user interface display of the aggregate time taken for the service ambassador to perform the pick up is shown on Figure 12E.
  • the service ambassador proceeds to capture and upload images pertaining to the vehicle including the interior and exterior of the vehicle.
  • the images may include visible signs of wear and tear of the vehicle, surface scratches and dents on the vehicle, insurance certificates, inventory sheets, center console, mileage and fuel indicator levels.
  • Figures 12 F and 12G show exemplary graphical user interface displays of images that are uploaded on the service ambassador application.
  • the service ambassador may also perform a check on the vehicle to confirm the complaints or issues highlighted by the requester on the service request.
  • the check on the vehicle may include issues such as engine noise, car jerking, stiff clutch, power windows not working, noise from front while driving, belt noise, etc.
  • Figure 12 H shows an exemplary graphical user interface display of a descriptive comment page that allows the service ambassador to input comments.
  • the vehicle maintenance system aggregates the images, the vehicle condition details and descriptive details of the vehicle, the aforesaid information is sent to the service provider communication device and the requester communication device at step 406. Alternatively or additionally, the information is made available on the vehicle maintenance system and is accessible on the service provider application and the requester application for reference purposes. [0091] Thereafter, the service ambassador proceeds to drive the vehicle to the chosen service provider location.
  • the service ambassador communication device 109 will periodically communicate the geographical location of the service ambassador communication device 109 to the vehicle maintenance system 102 and this will be transmitted to the requester communication device 101 to allow the requester to track the movement of the service ambassador from the pickup location to the service provider location at step 407.
  • the tracking of the movement is displayed graphically on the display of the requester communication device 101 for easy tracking.
  • the vehicle is received by the service provider through a confirmation of receipt of vehicle on the service ambassador communication device 103.
  • the vehicle maintenance system 102 receives the confirmation of receipt of vehicle, it will automatically transmit a notification to the requester that the vehicle has been received by the service provider and servicing of the vehicle will commence in due course.
  • the service ambassador application 120 proceeds to calculate and display the amount due to the service ambassador as shown on Figure 12K.
  • Figure 9 illustrates a continuation of the flow diagram from Figure 8 of an exemplary job assignment as viewed from a service ambassador communication device 109 where a drop-off of the vehicle has been requested.
  • the details of the flow for the job assignment for drop-off of the vehicle are similar to the details as depicted in Figures 12A to 12K.
  • the service ambassador receives a job assignment from the vehicle maintenance system 102 to drop-off a vehicle from a service provider location to a drop-off location as requested by a requester.
  • the service ambassador agrees to the terms and conditions of the job assignment which includes waiving any claims against the service provider or owner of the vehicle maintenance system for any liability or damage incurred to the vehicle by the service ambassador during the transit of the vehicle from the service provider location to the drop-off location.
  • the service ambassador also indemnifies the service provider and owner of the vehicle maintenance system 102 for such liability or damage claimed by requesters or third parties against the service provider and owner of the vehicle maintenance system.
  • An exemplary graphical user interface display of the acceptance page is shown on Figure 12C.
  • the service ambassador application 120 prompts the service ambassador to select a ‘start task’ button on the service ambassador communication device.
  • An exemplary graphical user interface display of the page with the‘start task’ button is shown on Figure 12D.
  • a timer is activated to time the journey from the service ambassador location to the service provider location.
  • the service ambassador selects the“stop task” button and the timer is deactivated accordingly.
  • the service ambassador application proceeds to record and display the time taken for a service ambassador to arrive at the service provider locaction at step 504.
  • An exemplary graphical user interface display of the aggregate time taken for the service ambassador to arrive at the drop-off location is shown on Figure 12E.
  • the service ambassador proceeds to capture and upload images pertaining to the vehicle. These images may include the interior and exterior components of the vehicle, visible signs of wear and tear of the vehicle, surface scratches and dents on the vehicle, insurance certificates, inventory sheets, center console, mileage and fuel indicator levels.
  • Figures 12 F and 12G show exemplary graphical user interface displays of images that are uploaded on the service ambassador application. For drop-off of the vehicle, and since servicing of the vehicle had already been performed, the service ambassador will ensure that the vehicle is clean but need not perform a mechanical check on the vehicle.
  • Figure 121 shows an exemplary graphical user interface display of a descriptive comment page that allows the service ambassador to input comments.
  • the aforesaid information is sent to the requester communication device and the service provider communication device at step 506.
  • the information is made available on the vehicle maintenance system and is accessible on the requester application for reference purposes.
  • the service ambassador communication device will periodically communicate the geographical location of the service ambassador communication device to the vehicle maintenance system and this is periodically transmitted to the requester communication device.
  • the real-time geographical location of the service ambassador will appear in the display of the requester communication device so that the requester is able to track the movement of the service ambassador from the service provider location to the drop-off location.
  • the service ambassador arrives at the drop-off location with the vehicle, it is expected that the requester is present to receive the vehicle from the service ambassador. If the requester is not present, at step 509, the service ambassador will proceed to drive the vehicle back to the service provider location. If the requester is present, and at step 510, the service ambassador will again capture and upload images of the vehicle condition, such as those as described previously, at the drop-off location. Descriptive details of the vehicle condition may also be input into the service ambassador application for uploading to the vehicle maintenance system. The images and descriptive details of the vehicle will be sent to the requester communication device and service provider communication device.
  • the images of the vehicle condition at the service provider location and the drop-off location can be compared to resolve any complaints or disputes from the requester.
  • the requester Once the requester is satisfied that the vehicle condition is in order and proceeds to confirm receipt of the vehicle on the requester application, the amount due to the service ambassador will be reflected on the requester application.
  • the requester can choose from different modes of payment, for example, by credit card, by online payment or by cash.
  • the requester application will send a confirmation of payment to the vehicle maintenance system.
  • the vehicle maintenance system will then send a notification to the service ambassador application that payment by the requester has been made and the servce ambassador application will reflect the payment made by the requester.
  • the requester application will prompt the requester for feedback on the service provided by the service ambassador.
  • the requester submits the feedback and this is subsequently transmitted to the vehicle maintenance system.
  • the completed feedback by the requester will be sent to the service ambassador for his review on the service ambassador application at step 514.
  • Figure 10 illustrates a flow diagram of an exemplary service request as viewed from a service provider communication device in accordance with an embodiment of the present disclosure.
  • the requester can provide the special requirements or requests through a chat function available on the requester application of the requester communication device, which can be received by the service provider at step 601 This allows the requester to convey any special or additional requirements or requests to the service provider.
  • the chat function allows interaction between the requester and the service provider and allows the service provider to send any responses to the requester through the chat function at step 602
  • An exemplary graphical user interface screen display of the chat function is shown on Figure 11K.
  • the messages sent by the requester through the chat function on the requester application will be communicated via the vehicle maintenance system and received by the service provider communication device on the service provider application. Similarly, responses to the requester messages are also communicated through the vehicle maintenance system and received by the requester communication device on the requester application.
  • the requester application will proceed to determine if a pick-up of the vehicle had been selected previously at step 603. If no pick-up of the vehicle is required, the service provider will send a confirmation that the servicing of the vehicle has been completed through the service provider application at step 605. The confirmation will then be sent to the requester communication device. Subsequently, the service provider will send a final invoice with the summary of charges through the service provider application to the requester communication device for payment.
  • the service provider will receive the vehicle from the service ambassador once the vehicle arrives at the service provider location.
  • the service provider can provide a confirmation of receipt of the vehicle through the service ambassador application on the service ambassador communication device at step 604.
  • the confirmation of receipt is sent to the vehicle maintenance system and is subsequently sent to the service provider communication device and the requester communication device. It was previously mentioned above at steps 406 and 506 in Figures 8 and 9 respectively that the service ambassador will capture and upload images pertaining to the vehicle including the interior and exterior of the vehicle at both the pickup location.
  • These images may include visible signs of wear and tear of the vehicle, surface scratches and dents on the vehicle, insurance certificates, inventory sheets, center console, mileage and fuel indicator levels. Additionally, the service ambassador may also provide descriptive comments such as additional complaints, on the service ambassador application. The vehicle condition details and descriptive details of the vehicle are uploaded by the service ambassador and received by the service provider communication device accordingly. The service provider will then complete steps 605 and 606 as explained above.
  • the service provider will transfer the vehicle to a selected service ambassador at the service provider location at step 608. After the service ambassador delivers the vehicle to the requester, the service is completed at step 609.
  • the vehicle maintenance system 102 will send the final invoice to the requester communication device 101 for payment before the service ambassador 109 is assigned.
  • the service ambassador 109 may be an employee of a service provider, an independent contractor, or an employee of a third party partner provider.

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Abstract

L'invention concerne un procédé et un système pour faciliter des services après-vente et de maintenance de véhicule qui consistent : à recevoir, au niveau du système informatique par l'intermédiaire d'un réseau de communication, une demande de service provenant d'un dispositif de communication d'un demandeur, la demande de service comprenant un emplacement géographique prédéterminé, la date et l'heure pour la saisie du véhicule et un emplacement de fournisseur de service; à transmettre une demande de travail à un dispositif de communication d'un représentant de service, la demande de travail comprenant l'emplacement géographique prédéterminé, la date et l'heure pour la saisie du véhicule et l'emplacement du fournisseur de service; à recevoir, au niveau du système informatique par l'intermédiaire du réseau de communication, une première confirmation afin d'accepter la demande de travail provenant du dispositif de communication du représentant de service; à recevoir, au niveau du système informatique par l'intermédiaire du réseau de communication, des détails d'état de véhicule capturés par le représentant de service situé à l'emplacement géographique prédéterminé avant la conduite du véhicule vers l'emplacement du fournisseur de service.
PCT/SG2019/050388 2018-08-17 2019-08-05 Système et procédé pour faciliter des services après-vente et de maintenance de véhicule WO2020036533A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
SG11202101484SA SG11202101484SA (en) 2018-08-17 2019-08-07 System and method for facilitating vehicle after-sales and maintenance services

Applications Claiming Priority (2)

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SG10201806998S 2018-08-17
SG10201806998S 2018-08-17

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WO2020036533A1 true WO2020036533A1 (fr) 2020-02-20

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Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20150046298A1 (en) * 2013-08-09 2015-02-12 Air Products And Chemicals, Inc. Method and system for monitoring deliveries
CN105184891A (zh) * 2015-07-16 2015-12-23 深圳棋致科技有限公司 一种代驾服务的方法及装置
CN106203884A (zh) * 2016-07-22 2016-12-07 深圳棋致科技有限公司 一种上门接送车服务管理方法及装置

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20150046298A1 (en) * 2013-08-09 2015-02-12 Air Products And Chemicals, Inc. Method and system for monitoring deliveries
CN105184891A (zh) * 2015-07-16 2015-12-23 深圳棋致科技有限公司 一种代驾服务的方法及装置
CN106203884A (zh) * 2016-07-22 2016-12-07 深圳棋致科技有限公司 一种上门接送车服务管理方法及装置

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