JP2002041903A - Product purchase system and maintenance system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a system capable of purchasing a product anytime by a simple procedure and capable of easily performing the maintenance of the purchased product in a product purchase system using a network. SOLUTION: When a user terminal 10 gets access to a product maintenance home page of a maintenance center opening on the Internet, purchased product information related to user IDs allocated to respective users is transmitted from a maintenance center terminal. The user terminal purchases comsumable goods on the basis of the product information displayed on an image screen, or can specify the cause of failure according to maintenance information. In the case of the cause of failure unable to cope therewith by a user, the cause of failure is transmitted to a maintenance engineer terminal to quickly perform maintenance of the product of the user.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a product maintenance system, and more particularly, to receiving an order for consumables for product maintenance from a customer via a network such as the Internet.
The present invention relates to a product maintenance system in which trouble repair information is disclosed to prompt a customer to perform product maintenance, or a maintenance staff obtains customer's product usage information and improves service to the customer.

[0002]

2. Description of the Related Art In a conventional product maintenance business, a product maintenance staff or a service person receives an order for consumables from a customer by telephone or facsimile or receives a request for repair in case of failure.

[0003]

However, in this conventional product maintenance, if a maintenance person or service person is absent, the order cannot be accepted, and as a result, the maintenance person or service person cannot repair even a very simple repair. Unless the product delivered to the customer is checked, the product cannot be recovered, and there is a problem that the maintenance staff and the service man have to wait for the repair.

[0004] In addition, maintenance personnel and service personnel can send a consumable product specified by a customer without noticing even if it is a consumable product of another product, or call a consumable product that is very simple and can be repaired without specific technology. Then, there was a problem that it was difficult to understand and had to go to the customer.

Accordingly, an object of the present invention is to enable a customer to make a desired order at any time 24 hours without erroneously ordering consumables. The maintenance staff can use a product maintenance system that can check the contents and check product information before visiting the customer even if it is necessary to deliver consumables or repair product failures. To provide.

[0006]

According to the present invention, there is provided a communication line, and a user terminal, a maintenance center terminal, and a maintenance staff terminal mutually connected to the communication line, wherein the user terminal is provided for each user. Allocate an identification code, if there is a product purchase request from the user terminal to the maintenance center terminal, send display information including various product information to the user terminal, the user terminal receives the display information,
The order is completed by selecting an arbitrary product from the product information included in the display information and transmitting the selected product to the maintenance center terminal. The product is stored as product purchase history information in association with the identification code given to the terminal, and when there is a product purchase request from the user terminal again, the history information is based on the identification code received from the user terminal. And transmits display information including consumables information related to the product purchased by the user to the user terminal.The user terminal selects a required product from the display information including the consumables information, and It is possible to obtain a product purchasing system characterized in that the product is transmitted to the maintenance center terminal.

[0007] Further, the communication terminal includes a communication line, a user terminal, a maintenance center terminal, and a maintenance staff terminal connected to the communication line, and an identification code for each user is assigned to the user terminal. When the maintenance center terminal receives a request for product purchase, the maintenance center terminal transmits display information including various product information to the user terminal, and the user terminal receives the display information, and displays the display information. Select any product from the product information contained in the and send it to the maintenance center terminal, the maintenance center terminal, the product ordered from the user terminal and the identification code given to the user terminal After being stored as product purchase history information and transmitted to the maintenance personnel terminal, a request for product maintenance is issued from the user terminal. When the can, based on the identification code received from the user terminal reads the history information, and transmits the display information including the consumable information associated with the product to which the user has purchased to the user terminal, the user terminal,
A product purchase system can be obtained, in which a required product is selected from the display information including the consumable information and transmitted to the maintenance center terminal to place an order for the product.

[0008] Further, there is provided a communication line, and a user terminal, a maintenance center terminal, and a maintenance staff terminal mutually connected to the communication line, wherein an identification code for each user is assigned to the user terminal. When the maintenance center terminal receives a request for product purchase, the maintenance center terminal transmits display information including various product information to the user terminal, and the user terminal receives the display information, and displays the display information. Select any product from the product information contained in the and send it to the maintenance center terminal, the maintenance center terminal, the product ordered from the user terminal and the identification code given to the user terminal After being stored as product purchase history information and transmitted to the maintenance staff terminal, maintenance required after product purchase from the user terminal is performed. If there is, based on the identification code received from the user terminal reads the history information, and transmits the display information including a failure cause estimation information by the user is specified by the product information purchased to the user terminal,
The user terminal can specify a failure cause in accordance with display information including the failure cause estimation information, thereby obtaining a product maintenance system.

Further, the maintenance center terminal transmits the cause of failure received from the user terminal to the maintenance terminal, and the maintenance terminal specifies a repair part based on the received cause of failure and purchases the repair part. A product maintenance system characterized by performing product repair can also be obtained.

[0010]

Next, an embodiment of a product maintenance system according to the present invention will be described in detail with reference to the drawings.

Referring to FIG. 1, a first embodiment of a product maintenance system according to the present invention comprises a user terminal 10, a maintenance staff terminal 20, a maintenance center terminal 30, and a communication network 100 for interconnecting them. It is composed of The user terminal 10 is an information processing device such as a personal computer. The user terminal 10 has a function of accessing product information provided on the network 100 by the maintenance center terminal 30 and displaying the product information on a screen. As the product information, for example, when the product is a facsimile machine or a copier, it is information about the product such as consumables, a failure cause estimation table at the time of failure, a repair procedure for each cause, and the like, product name, model number, product number, Includes information such as color or price. The user terminal 10 further includes purchase order information, which is information that the customer desires to purchase consumables, and repair /
It has a function of transmitting maintenance request information for maintenance to the maintenance center terminal 30 via the network 100.

The maintenance center terminal 30 is used by a product maintainer and is constituted by an information processing device such as a workstation server. Customers will be asked to provide
Issue a D code from the maintenance center.

When the maintenance center terminal 30 receives the ID code, the maintenance center terminal 30 discloses the product information associated with the ID code. If the ID code is not received and if the ID code is not issued by the maintenance center, the maintenance center terminal 30
Does not disclose product information.

The maintenance staff terminal 20 is provided in an environment where maintenance staff can use it. The maintenance staff terminal 20 receives the maintenance information transmitted from the maintenance center terminal 30. Maintenance information
This is information for the maintenance staff to deliver the product specified by the consumable purchase order information to the customer, and information for the maintenance staff to perform failure repair and regular maintenance specified by the repair and maintenance information. Further, the maintenance personnel terminal 20 stores the maintenance information received from the maintenance center terminal 30, and stores the stored information in the user I
It has a function to edit D-code maintenance information and product-specific maintenance information.

Next, the operation of the present invention will be described. In the following description, it is assumed that the network 100 is a dedicated line. Referring to FIG. 6, the customer accesses the maintenance center terminal 30 via his / her user terminal 10 via the dedicated line 100 (step A1).

In response, the maintenance center terminal 30
Sends a request for a user ID number to the user terminal 10 of the customer. (Step A2). At this time, the user terminal 1
At 0, the information for requesting the input of the user ID number as shown in FIG. 2 is displayed on the screen, so the customer inputs the user ID number previously issued from the maintenance center (step A3). The maintenance center terminal 30, which has received the customer's user ID number, transmits to the user terminal 10 the product information and the maintenance information previously associated with the user ID number (step A4).

First, various kinds of product information as shown in FIG. 2 are displayed on the screen of the user terminal 10 (step A).
5). The customer looks at the various product information and maintenance information displayed on the screen of the user terminal 10, determines the consumable to be purchased, or switches to the failure maintenance information screen as shown in FIG. It examines, determines a failure repair / maintenance request, and registers it on the screen (step A6). FIG.
In the example of the above, the cause of the failure is estimated by following the process shown in FIG. 4 from the failure phenomenon, and a reference diagram is displayed so that the customer can repair any repair work that does not require skill, and the skill and replacement parts are displayed. If it is necessary, display it so that maintenance staff can leave it.

The flow chart for estimating the cause of failure shown in FIG. 4 is a part disclosed for the customer, and when the maintenance person accesses from the maintenance person terminal 20, as shown in FIG. In this case, the estimation of the cause of the failure requiring the skill, the repair measures, and the reference diagram are displayed. Customer's user terminal 1
Maintenance center terminal 30 that has received the consumables order information from 0 or the failure repair / maintenance request information (step A7).
Transfers the information to the maintenance person terminal 20 of the maintenance person previously associated with the user ID number (step A
8). The maintenance person who has received the consumables order information or the failure repair / maintenance request information at the maintenance personnel terminal 20 (step A9) matches the delivery date of the consumables or the execution date of the repair / maintenance with the customer and executes it ( Step A10).

Next, a second embodiment of the present invention will be described in detail with reference to the drawings. According to the second embodiment of the present invention, as shown in FIG. 7, the point that the network 100 is the Internet and the user terminal 10 accesses the maintenance center terminal 30 instead of the maintenance center terminal 30 This is different from the first embodiment in that it is an established product maintenance homepage.

Therefore, referring to FIG.
Through the user terminal 10 of the user, the maintenance center accesses the product maintenance homepage established on the Internet (step A1).

In response, the maintenance center terminal 30
Sends a request for a user ID number to the user terminal 10 of the customer. (Step A2). At this time, the user terminal 1
At 0, the information for requesting the input of the user ID number as shown in FIG. 2 is displayed on the screen, so the customer inputs the user ID number previously issued from the maintenance center (step A3).

The maintenance center terminal 30, which has received the customer's user ID number, stores the product information and maintenance information previously associated with the user ID number into the user terminal 1.
0 (step A4). First, various kinds of product information as shown in FIG. 3 are displayed on the screen of the user terminal 10 (step A5). The customer looks at the various product information and maintenance information displayed on the screen of the user terminal 10 and decides the consumable item to be purchased.
Switch to the maintenance information screen, consider failure repair / maintenance estimation, determine failure repair / maintenance request, and register on the screen
(Step A6). In the example of FIG. 4, the cause of the failure is estimated by following the process shown in FIG. 5 from the failure phenomenon, and a reference diagram is displayed so that the customer can repair any repair work that does not require skill. If a replacement part is needed, it will be displayed to the maintenance staff. The flowchart for estimating the failure cause shown in FIG. 5 is a part disclosed for the customer, and when the maintenance person accesses from the maintenance person terminal 20, as shown in FIG. Estimation of the cause of failure requiring repair, repair measures and reference figures are displayed. The maintenance center terminal 30 that has received the consumables order information or the failure repair / maintenance request information from the user terminal 10 of the customer (step A7) sends the information to the maintenance staff terminal 20 of the maintenance staff previously associated with the user ID number. Is transferred (step A8). Upon receiving the consumables order information or the failure repair / maintenance request information at the maintenance personnel terminal 20 (step A9), the maintenance personnel sends the expendable supplies delivery date or the repair / maintenance information.
The maintenance execution date is matched with the customer and executed (step A1)
0).

[0023]

The first effect is that the customer has a maintenance person in charge.
Regardless of your absence, at any convenient time 24 hours a day,
Consumables can be ordered, or repairs and maintenance can be requested. The reason is that the maintenance center terminal accepts a 24-hour consumables order or a request for repair / maintenance of a failure via the network.

The second effect is that it is possible to eliminate designation mistakes when a customer orders consumables. The reason is that the maintenance center terminal associates the designation of the consumables of the product held by the customer with the user ID number of the customer, displays the consumables of the product held by the customer, and selects from the display. Because he did.

A third effect is that even if a device owned by a customer breaks down, it can be repaired without calling for maintenance personnel as long as the repair skill is unnecessary. The reason is that the maintenance center terminal has disclosed the estimated flow diagram of the cause of the failure via the network, so that the customer can check whether it can be repaired by himself, and the procedure for repair can be confirmed. This is because

[Brief description of the drawings]

FIG. 1 is a block diagram showing a first embodiment of the present invention.

FIG. 2 is a diagram showing an example of a screen displayed on the user terminal of the present invention.

FIG. 3 is a diagram showing an example of a screen displayed on the user terminal of the present invention.

FIG. 4 is a diagram showing an example of a screen displayed on the user terminal of the present invention.

FIG. 5 is a diagram showing an example of a screen displayed on the user terminal of the present invention.

FIG. 6 is a diagram showing an example of a screen displayed on the maintenance staff terminal of the present invention.

FIG. 7 is a diagram illustrating an operation of the first exemplary embodiment of the present invention.

FIG. 8 is a block diagram showing a second embodiment of the present invention.

[Explanation of symbols]

 10 User Terminal 20 Maintenance Staff Terminal 30 Maintenance Center Terminal 100 Network 200 Internet

Claims (4)

[Claims] 1. A communication line, comprising: a user terminal, a maintenance center terminal, and a maintenance terminal mutually connected to the communication line, wherein an identification code for each user is assigned to the user terminal; When there is a product purchase request at the maintenance center terminal, display information including various product information is transmitted to the user terminal, and the user terminal receives the display information, and displays the product information included in the display information. An order is completed by selecting an arbitrary product from among them and transmitting the selected product to the maintenance center terminal, wherein the maintenance center terminal receives the order received from the user terminal and the identification code given to the user terminal. After associating and storing the product purchase history information, if there is a product purchase request from the user terminal,
The history information is read based on the identification code received from the user terminal, display information including consumable information related to a product purchased by the user is transmitted to the user terminal, and the user terminal transmits the consumable information. A product purchase system wherein a required product is selected from the displayed information and transmitted to the maintenance center terminal. 2. A communication line, comprising: a user terminal, a maintenance center terminal, and a maintenance terminal mutually connected to the communication line, wherein an identification code for each user is assigned to the user terminal; When there is a product purchase request to the maintenance center terminal, the maintenance center terminal transmits display information including various product information to the user terminal, the user terminal receives the display information, and displays the display information. Select any product from the product information included in and send to the maintenance center terminal, the maintenance center terminal, the product ordered from the user terminal and the identification code given to the user terminal After being stored as product purchase history information and transmitted to the maintenance staff terminal, there is no product maintenance request from the user terminal. In this case,
The history information is read based on the identification code received from the user terminal, display information including consumable information related to a product purchased by the user is transmitted to the user terminal, and the user terminal transmits the consumable information. A product purchase system wherein a required product is selected from the displayed information and transmitted to the maintenance center terminal to place an order for the product. 3. A communication line, comprising: a user terminal, a maintenance center terminal, and a maintenance staff terminal mutually connected to the communication line, wherein an identification code for each user is assigned to the user terminal; When there is a product purchase request to the maintenance center terminal, the maintenance center terminal transmits display information including various product information to the user terminal, the user terminal receives the display information, and displays the display information. Select any product from the product information included in and send to the maintenance center terminal, the maintenance center terminal, the product ordered from the user terminal and the identification code given to the user terminal Is stored as product purchase history information and transmitted to the maintenance staff terminal, and a maintenance request after product purchase is performed from the user terminal. If there is, the history information is read based on the identification code received from the user terminal, and display information including failure cause estimation information specified by the product information purchased by the user is transmitted to the user terminal, A product maintenance system, wherein a user terminal specifies a failure cause according to display information including the failure cause estimation information. 4. The product maintenance system according to claim 3, wherein the maintenance center terminal transmits a failure cause received from the user terminal to the maintenance staff terminal, and the maintenance staff terminal is configured to transmit the failure cause based on the received failure cause. A product maintenance system, wherein a product is maintained by specifying a repair part and repairing a product purchased by a user.