WO2020257906A1

WO2020257906A1 - System and method for monitoring technical support for equipment

Info

Publication number: WO2020257906A1
Application number: PCT/BR2020/050294
Authority: WO
Inventors: Carlos Alberto BENTO COELHO
Original assignee: Bento Coelho Carlos Alberto
Priority date: 2019-06-13
Filing date: 2020-07-30
Publication date: 2020-12-30
Also published as: BR102019012182A2

Abstract

The present system for monitoring technical support for equipment comprises an online platform that operates on the basis of profiles of users defined as requesting entities (ED), manufacturing entities (EF) and executing entities (EE), said entities (ED, EF and EE) interacting via channels provided by the online platform, and said online platform comprising a remote access server housing a database relating to a register of profiles of entities in the system and a machine-readable storage medium for storing instructions which, when executed by the processor, allow the processor to establish a connection with the electronic device (d) of the entities concerned in order to manage an interaction and a service order (OS) for technical support for a piece of equipment (Eq), issued by a manufacturing entity (EF) to an executing entity (EE).

Description

TECHNICAL ASSISTANCE MONITORING SYSTEM AND METHOD FOR EQUIPMENT FIELD OF THE INVENTION

[001] The present invention patent describes a system and method of monitoring technical assistance for equipment. More specifically, it comprises a method based on a remote access server that allows interaction between demanding entities, manufacturers and executing entities, with the generation of technical service order for equipment assistance and the monitoring of service provision.

STATE OF ART

[002] Companies are investing more and more in the acquisition of new technologies for their fixed assets, using the latest equipment, software, etc., in order to guarantee a competitive performance in the market, effective and fast provision of services to their customers. .

[003] These assets, however, can be subject to failures, occasion when it is demanding a technical assistance service, where it is expected to be agile and efficient in order to restore the operation of the asset, without compromising the company's operations.

[004] It occurs that the request for technical assistance is conventionally carried out upon user demand to the manufacturer by telephone or e-mail to the manufacturer, if it is under warranty, or to a specialized technician.

[005] To make this call effective, the manufacturer needs preliminary information on the equipment, such as invoice number, model, among other data, which are often not available quickly, hindering the speed of service. [006] Even after the necessary data has been informed to the entity that will perform the technical assistance, it is still necessary to schedule the visit of the technician, which depends on the availability and location of this technician.

[007] Therefore, the technical assistance process, as it directly impacts the company's operations, is one of the elements that influences the decision to purchase future equipment and, therefore, it is in the manufacturer's interest to guarantee the equipment user that technical assistance it will be guaranteed in an efficient and agile way, providing tools that bring the applicant to the service closer to the manufacturer, providing a long-term relationship and loyalty.

[008] An example of a system that integrates a remote monitoring computer program, based on a Web application, with biomedical equipment and / or various sensors in a hospital environment, so that technical assistance can diagnose problems remotely, is described in BR 102017002919-0. The integration occurs through a device called a concentrator, which is capable of receiving information, by analogue and digital means and being coupled to several equipment simultaneously. It aims to solve the problem that arises from the lack of remote diagnosis for the maintenance of equipment by technical assistance companies. Thus, the system prevents a large number of equipment from being left unused due to lack of maintenance and from returning it because of simple problems or because users use it improperly (incorrect installation, mishandling, lack of training, among others) . The system also intends to check, online, the operating parameters of the equipment and sensors in order to guide the user in solving any mechanical, electrical or software failure. [009] US 8804941 describes a hybrid customer support model for providing remote online support service in conjunction with on-site support service. A local technician provides on-site support service for a device in an installation for a predetermined period of time. On-site support by the local technician may be limited to a subset of tasks to resolve a problem with the device or otherwise be limited to applying a subset or scope of skills to resolve the problem. In one embodiment, the local coach has a first type of skill out of a plurality of skills. The local technician identifies a problem with the device and sends the problem to a centralized service. The centralized service receives an identification of the problem - the resolution of which may include a plurality of tasks. In one embodiment, each of the various tasks is performed by one or more remote technicians having a type of skill corresponding to the task. A resource pool is managed through the centralized service to support the flow of information in the hybrid model. The centralized service tracks service information and results.

[0010] US 8126457 describes a telecommunications system, comprising at least one base station connected to a telecommunications network, a plurality of subscriber stations, each cooperating with the base station to establish a connection between a user device operatively connected subscriber station and the telecommunications network. The base station is also connected to a subscriber database to maintain subscriber records that contain service provisioning information, resources and account information and an operable interactive response system to create and modify a subscriber record at the bank subscriber data in response to the incoming input. Connecting a subscriber using the user's device to select services, features and account information for the subscriber station.

[001 1] In spite of the state of the art, to describe systems and methods that allow technical assistance to be carried out in an agile way, either through a visit by a specialist technician or through interactive assistance through images and audio, the fact is that such interventions may even be effective when dealing with low complexity equipment or when the equipment is installed at the location where professionals with some technical knowledge are present for the support that will be given remotely. However, this condition implies damage to the equipment, which causes the loss of warranty on the part of the manufacturer, aside from the fact that technical assistance is due to the commercial relationship established between the customer and the manufacturer and, therefore, necessarily being carried out by a technician registered by the manufacturer, with the necessary training.

[0012] Therefore, the object of the present invention patent is a technical assistance monitoring system and method for equipment that associates and generates channels of interaction between customer, manufacturer and technicians to provide technical assistance service at the equipment installation site. , or the product can be taken to the technical assistance directed by the system.

SUMMARY

[0013] The invention describes a system and method of monitoring technical assistance for equipment that allows the customer to monitor the status of the service order requested.

[0014] The invention describes a system and method of technical assistance monitoring for equipment that allows detecting terminals for maintenance through recognition by NFC, QR code, RFID or bar code and any other type of chip (Tag) near or long field, used to encode or decode.

[0015] The invention describes a technical assistance monitoring system and method for equipment that allows the customer to obtain the location of technicians closest to the installation site of the terminal to be maintained and to establish contact with the chosen technician.

[0016] The invention describes a system and method of monitoring technical assistance for equipment that stores the call history and interventions performed at the terminal.

[0017] The invention describes a system and method of monitoring technical assistance for equipment that allows the technician to access terminal information to be maintained when accepting the user's request.

[0018] The invention describes a system and method of monitoring technical assistance for equipment that allows the user and technician to be evaluated.

[0019] The invention describes a technical assistance monitoring system and method for equipment that provides managerial and statistical reports for the user and the technician.

[0020] The invention describes a system and method of monitoring technical assistance for equipment, which will be used the chip model (Tag) (type of encoder / decoder of near field communication), which will be implanted in a fixed point of the automotive (trucks, automobiles, motorcycles, airplanes, nautical equipment, etc.), where all relevant information is stored and can be monitor preventive maintenance such as oil change, engine belts, etc., or corrective maintenance, for example, electrical mechanical breakdowns, which can trigger a winch through the system, in addition to monitoring expiration of documents such as CNH, licensing, insurance policy, among others.

[0021] With all this data from a specific vehicle previously registered, a purchase of a specific part or accessory of the same can be made by the system, for example, BMW®306 2017> tires wheel 18 ”low profile> (search). The system looks for a partner who has those tires and passes the price and location (all registered parts can be found through this application, oil changes, air conditioning maintenance, etc.

[0022] Among the countless preventive and corrective benefits are the monitoring of the oil change, which today is monitored manually, with an adhesive being placed on the car glass marking the next oil and filter change, this procedure is not safe and it is liable to adulteration, in addition to constant loss of these adhesives. In this case, after acquiring the system and registering the mileage on the Tag, the system begins to periodically monitor the mileage by sending update notices or monitoring the car's displacement with Beacon Eddystone Ble technology

[0023] Monitoring the mileage in real time, facilitating oil changes, filter changes, timing belt, etc. Another important point is that the system allows controlling the veracity of the mileage shown on the speedometer, where currently several motorists are defrauded and their mileage is reduced. With this system, it is impossible to make this fraud, because all the information regarding that motor vehicle is stored, safely in the system, practically eliminating this type of fraud. [0024] As the Tag is fixed on machines, equipment and automobiles, in a future sale of this product, the system allows the transfer, so that the seller unlinked that product and the buyer linked it (all information will be passed on new buyer).

[0025] Help Peak, through the application itself the user can ask for a little help (like a flat tire). Someone who also has the system on record will be asked if the user would like to be part of Help Peak.

[0026] The monitoring system for preventive and corrective assistance for machines, equipment and automobiles (product), includes the online platform that works around the profiles of each user and each product. This system can be implemented directly in the manufacturing industry, where machines and equipment or automobiles receive a Tag (encoder / decoder) NFC chips, RFID (Radio Frequency Identification), QR headquarters, bar code, among others.

[0027] The user (customer) downloads the APP, makes the registration, links the product to your APP. In case the product already has the Tag, the information related to it is already stored in another scenario. If the user (customer) purchases a tag for automobiles, the information related to that tag will be supplied by the same.

[0028] To connect technicians or partners to possible calls, the system has a remote access server that stores a database referring to the registration of customer profiles of the system and products.

DESCRIPTION

[0029] The characterization of the present invention is done through drawings representative of the system and method of monitoring the technical assistance for equipment, in such a way that the product can be fully reproduced by an appropriate technique, allowing full characterization of the functionality of the object claimed.

[0030] Based on the figures elaborated that express the best or preferential way of realizing the product now idealized, the descriptive part of the report is based, through a detailed and consecutive numbering, where it clarifies aspects that may be implied by the adopted, in order to clearly determine the protection now sought.

[0031] These figures are merely illustrative, and may vary, as long as they do not run away from what was initially claimed.

[0032] In this case, you have to:

- FIGURE 1 shows the schematic representation of the technical assistance monitoring system for equipment; and

- FIGURE 2 shows the flowchart of the method for technical assistance of equipment; and,

- FIGURE 3 shows the continuation of the flowchart of the method for technical assistance of equipment, initiated in figure 2. DETAILED DESCRIPTION OF THE INVENTION

[0033] For the purposes of the present invention, the following terms are conceptualized:

[0034] A) Equipment (Eq) comprises a material medium equipped with a set of elements that perform a certain operation, which can be, for example, a machine, a device, a terminal, a tool, or similar;

[0035] B) Entity claimant (ED) - natural or legal person requesting technical assistance for equipment; [0036] C) Enforcer (EE) - natural or legal person registered on the platform for the execution of technical assistance;

[0037] D) Manufacturer (EF) - legal entity that makes equipment available to the plaintiff (ED), whether through a commercial operation, donation, consignment, loan, among others.

[0038] E) Electronic device of the entities (d) - electronic device (tablet, laptop, cell phone) with an Internet connection that allows remote access with the online platform for interactions.

[0039] The technical assistance monitoring system for equipment, object of the present invention patent, includes an online platform that works around user profiles generically defined in this document as a requesting entity (ED), a manufacturer entity (EF) and executing entity (EE), said entities (ED, EF and EE) that perform interactions through the channels provided by the online platform.

[0040] The online platform includes a remote access server that stores a database referring to the registration of the profiles of the system entities and a computer-readable storage medium configured to store instructions that, when executed by the processor, cause that the processor establishes a connection with the electronic device (d) of the entities involved to generate an interaction and a service order (OS) of technical assistance for an equipment (Eq) issued by the manufacturer (EF) to an executing entity (EE) ).

[0041] The method of monitoring technical assistance for equipment (Eq) is effective by creating a specific profile - applicant entity (ED), manufacturer entity (EF) or executing entity (EE), with access to the online platform password.

[0042] The registration of each entity in a specific profile implies the registration of data in a database stored on the remote server, including registration information, such as name, e-mail address, address, zip code, CPF, photo, telephones, among others.

[0043] The registration of the profiles of the entities (ED, EF and EE) are subject to validations established by the online platform, upon acceptance of specific membership conditions.

[0044] The equipment record (Eq) is registered by the requesting entity (ED) by means of technical equipment data, stored in a database on the remote server. The data to be informed comprise invoice data, warranty data, equipment model, details of parts and / or inputs, among others, said equipment records (Eq) associated with an electronic tag (et) attached to the equipment (Eq) ).

[0045] The electronic tag (et) stores data that is automatically captured by an electronic device (d), using technology QR code, RFID, bar code or similar.

[0046] The interactions between the applicant entity (ED) and the manufacturer entity (EF) occur through a technical assistance request channel, where the applicant entity (ED) requests, through the online platform, a service for a specific equipment (Eq) identified on the platform by reading the electronic tag (et) displayed on the equipment (Eq) through the electronic device (d) of the applicant (ED).

[0047] The processor receives the data sent remotely by the electronic device (d) of the applicant (ED) and associates this data to the profile of the applicant (ED) and to the equipment database (Eq) associated with that applicant (ED) ). Being verified that the equipment (Eq) is associated with the entity's profile plaintiff (ED), the processor sends a command to the electronic device (d) of the manufacturer (EF) for approval of technical assistance. With the acceptance of the manufacturer entity (EF), the processor sends a command to executing entities (EE) registered on the online platform and that relate to that manufacturer entity (EF) for the request of assistance of technical assistance.

[0048] Preferably, the processor activates the executing entities (EE) closest geographically to the applicant (ED).

[0049] Optionally, the generation of the request for assistance of technical assistance can generate a list of executing entities (EE) in the electronic device of the applicant (ED) for your selection.

[0050] The executing entity (EE) receives an alert on his electronic device (d) of the generation of technical assistance, being able to accept or not the demand for service. Once the request of the manufacturer (EF) is accepted by the executing entity (EE), the platform informs the applicant entity (ED) of the fulfillment of the request, providing the profile of the applicant entity (ED) and the executing entity (EE) with the data equipment (Eq) registered on the online platform.

[0051] Established the interaction between the requesting entity (ED) and the executing entity (EE), the manufacturer entity (EF) monitors the fulfillment of the request for technical assistance and eventual exchanges of messages between the entities, through the online platform. line.

[0052] The geographical displacement of the executing entity (EE) is accompanied by the applicant entity (ED) and the manufacturer entity (EF), through the platform interface available on the electronic device.

[0053] To fulfill the request for technical assistance, the executing entity (EE) brings its device (d) close to the electronic tag (et) of the equipment (Eq) to authenticate the start of the assistance event technique, repeating the same procedure to end the service, in order to calculate the hours allocated to technical assistance.

[0054] The attendance data generated from the reading of the electronic tag by the electronic device (d) of the executing entity (EE) are sent to the processor, being related to a service report where the executing entity (EE) informs the type of problem verified, service status (partially solved, totally or not possible to be performed), parts exchanged, among others.

[0055] The execution report of the executing entity (EE) can be accessed by the applicant entity (ED) and the manufacturer entity (EF) for the generation of management reports.

[0056] The availability of the service report by the executing entity (EE) generates a credit for the executing entity (EE) to be sent to the applicant entity (ED) and / or the manufacturer entity (EF), as previously scheduled, as well as alerts on the devices (d) of the entities involved (ED, EE and EF) to carry out evaluations.

[0057] The service report generated is associated with the equipment database (Eq) stored in the processor of the online platform, constituting a historical document.

[0058] In the situation of the equipment (Eq) not being supported by technical assistance or by the guarantee period, the request of attendance of a requesting entity (ED) and the recognition of the electronic label (et) of the equipment (Eq) by the processor generates a service request for a group of executing entities (EE) selected through prior programming, with no participation by the manufacturer (EF).

Claims

CLAIMS:

1- TECHNICAL ASSISTANCE MONITORING SYSTEM FOR EQUIPMENT characterized by comprising an online platform that includes a remote access server that stores a database referring to the registration of the profiles of the plaintiffs (ED), manufacturer (EF) and executor ( EE) and a computer-readable storage medium configured to store instructions that, when executed by the processor, cause the processor to establish a connection with the electronic device (d) of the entities involved to generate an interaction and a service order (OS ) technical assistance for an equipment (Eq) issued by the manufacturer (EF) to an executing entity (EE).

2- TECHNICAL ASSISTANCE MONITORING METHOD FOR EQUIPMENT using the system described in 1, characterized by comprising the steps of:

a) - creation of a specific profile and registration of registration data of an applicant (ED), manufacturer (EF) or executing entity (EE), with access to the online platform by password;

b) - registration of equipment (Eq) by the applicant (ED) on the online platform and association with an electronic tag (et) fixed on the equipment (Eq);

c) - claimant (ED) requests, through the online platform, a service for a specific equipment (Eq) identified on the platform by reading the electronic tag (et) displayed on the equipment (Eq) through the electronic device (d ) of the requesting entity (ED);

e) - processor receives data sent remotely by the electronic device (d) of the applicant (ED) and associates this data the profile of the claimant (ED) and the equipment database (Eq) associated with that claimant (ED);

f) - processor sends a command to the electronic device (d) of the manufacturer (EF) for approval of technical assistance;

g) - technical assistance has been approved by the manufacturer (EF), the processor sends a command to executing entities (EE) registered on the online platform and related to that manufacturer (EF) for the request for assistance with technical assistance;

h) - executing entity (EE) receives an alert on its electronic device (d) of the generation of technical assistance, being able to accept or not the demand for assistance;

i) - if the executing entity (EE) accepts the request from the manufacturer (EF) entity, the platform informs the applicant entity (ED) of the fulfillment of the request;

j) - available the profiles of the applicant (ED) and the executing entity (EE) and the equipment data (Eq) registered on the online platform;

k) - executing entity (EE) brings its device (d) close to the electronic tag (et) of the equipment (Eq) to authenticate the start of the technical assistance event;

L) - executing entity (EE) brings your device (d) close to the electronic tag (et) of the equipment (Eq) to authenticate the end of the technical assistance event;

m) - online platform generates a service report where the executing entity (EE) informs the type of problem verified in the equipment (Eq) and additional information;

n) - generating a credit for the executing entity (EE) to be sent to the applicant entity (ED) and / or the manufacturer entity (EF), as previously programmed;

o) - generating alerts on the devices (d) of the entities involved (ED, EE and EF) to carry out assessments.

3- ASSISTANCE MONITORING METHOD

EQUIPMENT TECHNIQUE, according to claim 2, characterized by the fact that the online platform makes the interactions between the plaintiff (ED) and the executing entity (EE) available to the manufacturer entity (EF).

4- ASSISTANCE MONITORING METHOD

EQUIPMENT TECHNIQUE, according to claim 2, characterized by the fact that the geographic displacement of the executing entity (EE) is accompanied by the applicant entity (ED) and the manufacturer entity (EF) through the platform interface available on the electronic device (d).

5- ASSISTANCE MONITORING METHOD

EQUIPMENT TECHNIQUE, according to claim 2, characterized by the fact that the service report is associated with the equipment database (Eq) stored in the processor of the online platform.

6- ASSISTANCE MONITORING METHOD

EQUIPMENT TECHNIQUE, according to claim 2, characterized by the fact that the processor activates the executing entities (EE) closest geographically to the applicant (ED).

7- ASSISTANCE MONITORING METHOD

EQUIPMENT TECHNIQUE, according to claim 2, characterized by the fact that the generation of the request for assistance from the technical assistance generates a list of executing entities (EE) in the applicant's electronic device (ED).