KR20020040018A - On time after-sale service system and operating method thereof - Google Patents

Abstract

The customer service processing system according to the present invention includes a consumer terminal requesting to provide information on after-sales service time and service article, and requesting after-sales service by selecting the after-service time and service article with reference to the provided information; An after-service processing server providing information on the requested after-sales service time and service article, and receiving and processing an after-sales service request from a consumer; A service article terminal receiving the reserved after-service request details from the after-service processing server and transmitting the service details on the completed after-service to the after-service processing server; And a network connecting the first component.

In addition, the operation method of the customer service system according to the present invention includes the steps of a consumer connecting to the after-service processing server, requesting the provision of information on the after-sales service time and service articles; The after-sales service processing server obtaining the requested information and providing the obtained information to the consumer terminal; The consumer refers to the provided information, selecting an after-service time and a service article, and sending an after-service reservation request to the after-service processing server; And after-sales service processing server stores the details of the transmitted after-service reservation request in a database and provides the after-service reservation details to a terminal of the corresponding service engineer.

Description

On time after-sale service system and operating method

The present invention relates to an after-sales service system that is a post-management of product sales, and in particular, when requesting after-sales service when a customer wants to repair a product, the after-sales service time and information about a service technician are provided from the after-sales service center. The present invention relates to a customer service processing system and a method of operating the same, wherein the customer can select a desired time and service article with reference to the information.

Today, consumers demand specific commitments and fulfillment of service hours in requesting after-sales service for their products due to time constraints such as double-handed living and social activities for self-realization.

However, in the current after-sales service system, when a consumer requests an after-sales service from an agent, the agent delivers the contents of the consultation to the service engineer, and the service technician determines the appointment time through the confirmation call to the after-service requester. The service is performed.

Accordingly, the after-sales service requester has a disadvantage in that the time selection range is limited, as the time-of-service request must be made in time with the telephone operator.

In addition, even when the counselor selects a service article to process the requested service history, the current work status and location of the service article are not properly grasped, and thus there is a problem in that the amount of work between the service articles is not adjusted on average.

In addition, the consumer requesting the after-sales service causes anxiety and alertness for the visit of the stranger due to the lack of information on the service article.

The present invention has been made in view of the above conditions, and when a customer wants to repair a product, in requesting after-sales service, the after-sales service time and information about a service technician are provided from the after-sales service center, The purpose of the present invention is to provide a customer service processing system and a method of operating the customer service that can select a desired time and service articles with reference to the information.

1 is a block diagram schematically showing the configuration of a customer service processing system according to the present invention;

2 is a flowchart illustrating a process in which an after-service is performed in a system employing a method of operating a customer service processing system according to the present invention.

3 is a view showing an example of a screen for a customer to request an after-service reservation through a terminal in a system employing a method of operating a customer service processing system according to the present invention;

<Description of the symbols for the main parts of the drawings>

110_1, 110_2, 110_3, ..., 110_n ... consumer terminals

120 ... network

130 ... After Service Processing Server

131 ... Customer Information Management Server

132 ... Reservation Reception Server

133 ... Service Processing Management Server

140_1, 140_2, 140_3, ..., 140_n ... Service Knight Terminal

Customer service processing system according to the present invention to achieve the above object,

A consumer terminal used by a consumer requesting after-sales service, requesting provision of after-sales service time and service articles, and selecting an after-sales service time and a service article with reference to the provided information to request an after-sales service;

An after-service processing server which provides information on the after-sales service available time and service article requested from the consumer terminal, and receives and processes the after-sales service request from the consumer;

A service article terminal used by a service technician to receive a reserved after-service request history from the after-service processing server and to transmit a service history of the completed after-service to the after-service processing server; And

Its feature is that it includes a network for connecting the first component.

Here, the after-service processing server,

A customer information management server that manages information on a customer requesting after-sales service and service history information on a product requested by the customer;

A reservation reception server providing time and service article information on which the after-sales service is available to the consumer terminal, and managing after-sales service details requested by the consumer; And

Receives a reservation after-sales application request details from the reservation reception server, provides information on the after-sales service details to the terminal of the service article, and receives a service history for the completed after-service from the service article terminal, The feature is that a service processing management server for providing the processing result to the reservation reception server is provided.

In addition, the operation method of the customer service processing system according to the present invention to achieve the above object,

(a) a consumer connecting to an after-service processing server through a terminal and requesting to provide information on after-sales service time and a service article;

(b) the after-service processing server obtaining information on the requested after-sales service time and service article, and providing the obtained information to the consumer terminal;

(c) the consumer referring to the information provided from the after service processing server, selecting an after service available time and a service article, and sending an after service reservation request to the after service processing server; And

(d) the after-service processing server stores the details of the after-service reservation request sent from the consumer terminal in a database, and provides the after-service reservation details to the terminal of the corresponding service engineer. have.

Where after step (d)

The service engineer checks the after-service reservation details sent from the after-service processing server to perform the after-sales service, and transmits the after-service processing details to the after-service processing server through the service article terminal; And

The after-service processing server may further include updating the service history management database of the customer and updating the reservation reception management database with reference to the after-service processing history transmitted from the service article terminal.

In addition, step (b),

(b-1) The after-service processing server requests the consumer for information on the type of the product requested by the consumer and a symptom of a product failure, and a service visit desired date, and the service request details of the consumer terminal. Receiving through;

(b-2) acquiring, by the after-service processing server, information on a service reservation status of a service engineer in charge of a corresponding technical field by referring to a service request history provided from the consumer terminal; And

(b-3) The after-service processing server may serve the service on the visit desired date requested by the consumer in the step (b-1) from the information on the service reservation status of the service technician obtained in the step (b-2). And extracting a list of articles and providing the consumer terminal with information about a visitable service article and a time when the article can be visited with reference to the extracted result.

According to the present invention, when the customer wants to repair the product, in requesting after-sales service, after-sales service available time and information about the service technicians are provided from the after-sales service center, the customer desired by referring to the information There is an advantage to choosing a time and service article.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings.

1 is a block diagram schematically showing the configuration of a customer service processing system according to the present invention.

Referring to FIG. 1, a customer service processing system according to the present invention is used by a consumer requesting after-sales service, requests for providing after-sales service time and information on a service engineer, and refers to the after-sales service time and A consumer terminal 110_1, 110_2, 110_3, ..., 110_n that selects a service article and applies for reservation of an after-sales service; After-sales service processing server 130 that provides information on the after-sales service available time and service articles requested from the consumer terminals (110_1, 110_2, 110_3, ..., 110_n), and receives and processes the after-sales service request from the consumer (130) )Wow; The service engineer terminal 140_1 used by the service engineer to receive the reserved after-service request details from the after-service processing server 130 and transmit the service details of the completed after-service to the after-service processing server 130. 140_2, 140_3, ..., 140_n); And a network 120 such as the Internet connecting the first components 110_1, 110_2, 110_3,..., 110_n, 130, 140_1, 140_2, 140_3,..., 140_n.

Here, the after-service processing server 130 may include a customer information management server 131 managing information on a customer requesting an after-sales service and service history information on a product requested by the customer, and the consumer terminals 110_1 and 110_2. , 110_3,..., 110_n), a reservation reception server 132 that provides after-sales time and service article information, and manages after-sales service reservations requested by the consumer; And after receiving the reservation service request details received from the reservation reception server 132, and provides information on the after-sales service details to the terminals 140_1, 140_2, 140_3, ..., 140_n of the service article The service history management server 133 receives the service history of the completed after-sales service from the service article terminals 140_1, 140_2, 140_3, ..., 140_n, and provides the processing result to the reservation reception server 132. ).

Then, in the customer service processing system having such a configuration, a service performing process for a customer's after service request will be described with reference to FIG. 2. 2 is a flowchart illustrating a process in which an after-service is performed in a system employing a method of operating a customer service processing system according to the present invention.

First, a consumer accesses an after-service processing server 130 through a terminal (see 110_1, 110_2, 110_3,..., 110_n of FIG. 1), and requests information on an after-sales service time and a service article. Step 201).

Here, the after-service processing server 130 may display the after-service request screen shown in FIG. 3 on the consumer terminals 110_1, 110_2, 110_3,..., 110_n with respect to the consumer's connection. 3 is a diagram illustrating an example of a screen for a customer to request an after-service reservation through a terminal in a system employing a method of operating a customer service processing system according to the present invention.

At this time, the after-service processing server 130 may limit the use of the user through confirmation of membership registration. In addition, in the case of restricting the use through membership registration, use may be restricted through a method such that a user inputs a selected ID and password when registering as a member.

In addition, through identification of the user requesting the after-sales service, the personal information of the after-sales service requester, for example, the customer name, telephone number, zip code, address, mobile phone, etc. information is provided from the customer information management server 131, By displaying the personal information on the consumer terminals 110_1, 110_2, 110_3, ..., 110_n, there is a convenience that the after-sales service applicant does not have to record the corresponding information one by one.

On the other hand, in response to the service request of the after-service requester in step 201, the after-service processing server 130 inputs information on the type of the product requested by the customer and the symptom of failure of the product, and a service visit desired date to the consumer. A request is made and the service request details are provided through the consumer terminals 110_1, 110_2, 110_3,..., 110_n (step 202).

Accordingly, the reservation reception server 132 of the after service processing server 130 refers to the service request history provided from the consumer terminals 110_1, 110_2, 110_3,..., 110_n, and is in charge of the corresponding technical field. Information about the service reservation status of the service engineer is acquired (step 203).

At this time, the after-service processing server 130 refers to a failure symptom of a product input from a consumer, and extracts a list of service articles having a corresponding technology. The after-service processing server 130 extracts information on a current location and a reservation status of a service article included in the extracted list from a database.

Accordingly, the reservation reception server 132 of the after-service processing server 130 extracts a list of service articles that can be serviced on the visit desired date requested by the consumer from the information on the service reservation status of the obtained service article, and extracts the list. With reference to the result, the information on the visitable service article and the information on the visitable time are provided to the consumer terminals 110_1, 110_2, 110_3, ..., 110_n (step 204).

Then, the consumer refers to the information provided from the after service processing server 130, selects the after service available time and service article, and sends an after service reservation request to the after service processing server 130 (step 205).

At this time, when the consumer selects a service article, detailed information on the service article provided from the after-service processing server 130, for example, the service technology field, certification status, photographs, personal details, etc. You can choose the service article you want.

And the after-sales service requester can remove some of the fear of visiting a stranger by being provided with the photograph and details of the service article in this way.

On the other hand, the after-service processing server 130 stores the details of the after-service reservation request sent from the consumer terminals (110_1, 110_2, 110_3, ..., 110_n) in the database, the terminal 140_1, 140_2, 140_3, ..., 140_n) provide after-sales reservation details (step 206).

At this time, the reservation reception server 132 of the after-service processing server 130 registers the after-service request details requested by the consumer in the database. Then, the service processing management server 133 of the after service processing server 130 provides the requested service details to the terminals 140_1, 140_2, 140_3, ..., 140_n of the corresponding service engineer.

In addition, the service processing management server 133 of the after-service processing server 130 refers to the service history information of the customer provided from the customer information management server 131, the after-service requester previously received the service Information may be obtained, and the obtained information may be provided to the terminals 140_1, 140_2, 140_3, ..., 140_n of the service engineer. Accordingly, the after-service repair technician can use the service history of the consumer who requested the after-service as a reference material when performing the after-service.

Here, the terminals 140_1, 140_2, 140_3,..., 140_n of the service engineer are devices that can be connected to the network 120 such as the Internet. A portable computer, an internet mobile communication terminal, or the like may be used.

In addition, the after-service processing server 130, according to the implementation method of the system, to the terminal (140_1, 140_2, 140_3, ..., 140_n) of the service article through the information transmission method of the mobile communication system rather than the Internet network. You can also provide information.

On the other hand, the service technician checks the after-service reservation history transmitted from the service processing management server 133 of the after-service processing server 130 and performs the after-sales service, and the after-service processing history of the service article terminal 140_1 , 140_2, 140_3,..., 140_n are transmitted to the service processing management server 133 of the after service processing server 130 (step 207).

At this time, the service engineer checks the service request history and the visit reservation to the consumer in processing the assigned service work, and calls back again at the actual scheduled time, for example, 30 minutes before the visit time, This can reduce the chances of a customer leaving their seat.

In addition, the service processing management server 132 of the after service processing server 130 which has received the service processing result in step 207 is transmitted from the service engineer terminals 140_1, 140_2, 140_3, ..., 140_n. The service history management database of the consumer is updated with reference to the after-service processing details, and the reservation reception management database is updated (step 208).

On the other hand, as shown in Figure 2 in order to perform the after-sales service database of the work status and location information of the service engineer must be properly built. In addition, appropriate division of duties should be made according to regional characteristics and ability of service technicians.

First of all, according to the service engineer, the division of the area to perform the after-sales service should be performed. In this case, the service area should be divided in consideration of housing type, average daily service reception volume, travel time, distribution map of each product, and road conditions. In addition, the local arrangement should be made in consideration of the technical field and skill level of the service technician, and the activity area should be set not to be extensive in consideration of the travel time.

In addition, the after-sales service throughput that can be performed should be calculated in consideration of the current work status and reservation status of the service technician. In this case, the travel time for each article, repair time for each product, additional service time, daily processing capacity, service performance, etc. Considering this, an appropriate amount of individual after-sales service throughput should be estimated. As described above, in order to calculate the individual after-sales service throughput, a database reflecting the work ability of the service engineer must be established.

In addition, since the service engineer transmits the processing result of performing the after-service to the after-service processing server in real time, it is possible to efficiently receive a reservation for the after-sales service request of the consumer with reference to the database reflecting the business process.

Meanwhile, in the exemplary embodiment of the present invention, the case in which the consumer requests the after-service through the network such as the Internet has been described. However, when the consumer requests the after-service request to the counselor over the telephone, the counselor is shown in FIG. The reservation may be performed through the service request screen as described above, and information about the reservation time and the service article may be provided to the consumer.

According to the customer service processing system and its operation method according to the present invention as described above, in the case of requesting after-sales service when the customer wants to repair the product, after-sales service available time and information about the service technician Provided by the center, the information can be selected by the consumer to select the desired time and service articles.

In addition, according to the customer service processing system and its operation method according to the present invention, when the service technician performs the after-sales service, the customer visits at the desired appointment time, so that the service technician does not have a seat at the time of the visit This has the advantage of reducing the frequency of occurrence of visits.

Claims (5)

A consumer terminal used by a consumer requesting after-sales service, requesting provision of after-sales service time and service articles, and selecting an after-sales service time and a service article with reference to the provided information to request an after-sales service; An after-service processing server which provides information on the after-sales service available time and service article requested from the consumer terminal, and receives and processes the after-sales service request from the consumer; A service article terminal used by a service engineer to receive a reserved after-service request history from the after-service processing server and to transmit a service history of the completed after-service to the after-service processing server; And Customer service processing system comprising a network connecting the components. The method of claim 1, The after service processing server, A customer information management server that manages information on a customer requesting after-sales service and service history information on a product requested by the customer; A reservation reception server which provides time and service article information on which after-sales service is available to the consumer terminal, and manages after-sales service details requested by the consumer; And Receives a reservation after-sales application request details from the reservation reception server, provides information on the after-sales service details to the terminal of the service article, and receives a service history for the completed after-service from the service article terminal, And a service processing management server for providing the processing result to the reservation reception server. (a) a consumer connecting to an after-service processing server through a terminal and requesting to provide information on after-sales service time and a service article; (b) the after-service processing server obtaining information on the requested after-sales service time and service article, and providing the obtained information to the consumer terminal; (c) the consumer referring to the information provided from the after service processing server, selecting an after service available time and a service article, and sending an after service reservation request to the after service processing server; And (d) the after-service processing server includes storing the details of the after-service reservation request sent from the consumer terminal in a database, and providing the after-service reservation details to the terminal of the corresponding service engineer. Operation method of service processing system. The method of claim 3, wherein after step (d) The service engineer confirms an after-service reservation history transmitted from the after-service processing server to perform a corresponding after-service, and transmits the after-service processing history to the after-service processing server through the service engineer terminal; And The after-service processing server may further include updating a customer service history management database and updating a reservation reception management database with reference to the after-service processing history transmitted from the service engineer terminal. How the system works. The method of claim 3, wherein step (b) comprises: (b-1) The after-service processing server requests the consumer for information on the type of the product requested by the consumer and a symptom of a product failure, and a service visit desired date, and the service request details of the consumer terminal. Receiving through; (b-2) acquiring, by the after-service processing server, information on a service reservation status of a service engineer in charge of a corresponding technical field by referring to a service request history provided from the consumer terminal; And (b-3) The after-service processing server may serve the service on the visit desired date requested by the consumer in the step (b-1) from the information on the service reservation status of the service driver obtained in the step (b-2). And extracting a list of articles and providing the consumer terminal with information about a visitable service article and information about a visitable time, with reference to the extracted result.