JP2004094965A - Customer support system, office system, customer support center, supply center, and customer support method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a more preferable office system in consideration of an entire office system including devices of a plurality of manufacturers, and to simplify replenishment of consumables and the like.
A office system 1 ₁ to 1 _N collects and office equipment of a plurality of manufacturers, and the device management information database for storing device management information for managing the office equipment, the use information office equipment The customer support center 11 includes a data collection unit that collects device management information stored in the device management information database of the office system, and a data collection unit that collects device management information stored in the device management information database of the office system. the collected device management information and a data analysis unit for analyzing each office system, the data analyzing unit, in response to a request from the terminal 2 ₁ to 2 of customer support person _M or office system 1 ₁ to 1 _N, help customers outputs the analysis result related to the office system 1 ₁ to 1 _N.
[Selection diagram] Fig. 1

Description

The present invention relates to a customer support system, an office system, a customer support center, a supply center, and a customer support method.

で あ れ ば Information on the use of office equipment is collected at the information collection center, even if the equipment is from the same manufacturer. However, there is no system that collects and manages devices of a plurality of manufacturers.

顧客 In addition, customers replenished equipment consumables, etc., and used manufacturers collected used consumables only for consumables related to the manufacturer.

It should be noted that the business office equipment is diagnosed based on operating parameters set by a user for controlling the operation of the business office equipment such as a printer, a facsimile machine, a scanner, or a copier, and the business office equipment is diagnosed. There is known a method and system for diagnosing business office equipment for determining whether or not the state is abnormal (see Patent Literature 1). A method and system for diagnosing business office equipment that analyzes settings (eg, dark or light) to determine whether a print operation is being performed correctly. More specifically, the communication between the diagnostic service center and the business office equipment completes the diagnostic processing or calls the local service center to repair the business office equipment. And a diagnostic system.
JP-A-10-271261

However, in the office, despite the fact that equipment from a plurality of manufacturers is used, the usage status of the entire office system including the equipment from a plurality of manufacturers could not be observed. Therefore, there is a problem that the office system is not an optimal system configuration.

発 注 Also, the ordering and collection of consumables is performed on a manufacturer basis, and there is a problem that management of consumables is complicated for customers.

The present invention has been made in view of the above problems, and enables a more preferable office system to be configured in consideration of an entire office system including devices of a plurality of manufacturers, thereby simplifying replenishment of consumables and the like. It is intended to be

In order to solve the above problems, the present invention employs means for solving the problems having the following features.

According to the first aspect of the present invention, there is provided a customer support center for supporting a customer based on device management information of a device arranged at the customer, an office system, a communication network, and a connection to the customer support center or the communication network. And a terminal of a customer supporter provided to support the customer in making the office system a more preferable configuration. In the customer support system, the office system includes office equipment of a plurality of manufacturers and management of office equipment. A device management information database for storing device management information for performing, and a data collection unit for collecting usage information of the office device and storing the collected information in the device management information database, A data collection unit that collects device management information stored in the device management information database, A data analysis unit that analyzes the device management information collected by the data collection unit for each office system, and a supply management unit that manages consumables for each office system, wherein the data analysis unit is a terminal of the customer supporter. Or, in response to a request from the office system, outputs an analysis result on the office system to support the customer, and when the supply management unit needs to supply the consumables, the supply management unit supplies the consumables to the office system. The request is automatically made.

According to the first aspect of the present invention, the customer support center collects and analyzes equipment management information and cost information of a plurality of office systems having office equipment of a plurality of manufacturers, and provides a terminal of the customer supporter. Or, in response to a request from the office system, by outputting an analysis result on the office system to support the customer, a more preferable configuration of the office system in consideration of the entire office system including the devices of a plurality of manufacturers. In addition, when the supply management section of the customer support center needs to supply consumables, it automatically requests the office system to supply consumables, thereby simplifying replenishment of consumables. can do.

According to the invention described in claim 2, a customer support center for supporting a customer based on device management information of a device arranged at the customer, an office system, a communication network, and a connection to the customer support center or the communication network. And a terminal of a customer supporter, and manages office equipment of a plurality of manufacturers and office equipment in an office system in a customer support system that assists a customer in making the office system more preferable. A device management information database for storing device management information for use, and a data collection unit for collecting usage information of office devices and storing the collected information in the device management information database. Information on the use of office equipment and usage of office equipment collected by the collection and distribution department Stores the device management information consisting of information according to, the data collection and distribution unit, at a predetermined time or when requested by the customer support center, device management information stored in the device management information database, The information is transmitted to the customer support center.

According to the invention described in claim 2, the data collection and distribution unit of the office system, at a predetermined time or when requested by the customer support center, the device management information stored in the device management information database, By transmitting the information to the customer support center, the customer support center can analyze the system in total even when the office system is configured by devices of a plurality of manufacturers.

According to a third aspect of the present invention, in the office system according to the third aspect, there is provided a cost / supply information database for storing cost information or supply information relating to the office equipment, wherein the data collection / delivery unit is determined in advance. The cost supply information stored in the cost supply information database is transmitted to the customer support center when it is requested or when requested by the customer support center.

According to the invention described in claim 3, the data collection and distribution unit of the office system transmits the cost supply information stored in the cost supply information database at a predetermined time or when requested by the customer support center. By transmitting the information to the customer support center, the customer support center can uniformly analyze consumables and costs even when the office system is configured by a plurality of manufacturers.

The invention described in claim 4 is the office system according to claim 3 or 4, wherein the predetermined time is a predetermined time in day, week, month, year, when the office system is introduced, and It is characterized by including the time of addition or change of office equipment.

According to the invention described in claim 4, data is transmitted from the office system to the customer support center at predetermined times of the day, week, month, and year, when the office system is introduced, and when the office equipment is added or changed. By being transmitted, data can be transmitted efficiently.

According to a fifth aspect of the present invention, in the office system according to the third or fourth aspect, the cost / supply information includes, for each of the office devices, the last replenishment date and time of the consumables, the last replenishment quantity of the consumables, and the equipment. Characterized by having information indicating the amount of consumables used for a predetermined use and information on the unit price of consumables.

According to the invention described in claim 5, for each office device, information indicating the last replenishment time of the consumables, the previous replenishment amount of the consumables, the usage amount of the consumables for a predetermined use of the device, and the consumables. Since the supply information has information on the unit price of the system, it is possible to accurately grasp the cost of the system, the time of replenishment of consumables, and the like.

According to a sixth aspect of the present invention, in the office system according to the second aspect, the device management information stored in the device management information database includes, for each office device, the number of installed devices, the model, the user, and the It is characterized by having information on the amount of use, trouble of equipment or waiting time of equipment.

According to the invention described in claim 6, since the device management information includes the number of installed devices, the model, the user, the usage amount of the device, the trouble information of the device, the waiting time information of the device, and the like, the customer support center Can be performed from a total analysis on a system basis to a detailed analysis on a user basis.

According to the invention described in claim 7, a customer support center for supporting a customer based on device management information of a device arranged at the customer, an office system, a communication network, and a connection to the customer support center or the communication network. In the customer support center in a customer support system that comprises a terminal of a customer supporter that has been provided and that assists the customer in making the office system a more preferable configuration, device management information of devices in a plurality of office systems, cost information, and A data collection unit for collecting supply information, an analysis database for storing equipment management information, cost information, and supply information of office equipment collected by the data collection unit for each of the office systems; and an analysis database for each of the office systems. Using the information stored in the database for A data analysis unit, a supply management database that stores information for managing consumables of the office equipment, and a supply management unit that manages consumables for each office system. According to the invention described in claim 7, a data collection unit that collects device management information, cost information, and supply information of devices in a plurality of office systems, and an office device collected by the data collection unit for each office system. By having a data base for analysis that stores equipment management information, cost information and supply information, and a data analysis unit that performs analysis using information stored in the data base for analysis for each office system, Considering the entire office system including the equipment, we propose a more preferable office system configuration. Further, by having a supply management database that stores information for managing consumables of office equipment and a supply management unit that manages consumables for each office system, accurate management of consumables is performed. be able to.

The invention described in claim 8 is the customer support center according to claim 7, wherein the supply management unit is based on information stored in the analysis database and information stored in the supply management database. The storage amount of the consumables is estimated, and when the storage amount is equal to or less than a predetermined amount, the order of the consumables is automatically performed.

According to the invention described in claim 8, the storage amount of the consumables is estimated, and when the storage amount becomes equal to or less than the predetermined amount, the order of the consumables is automatically performed, so that the trouble in the replenishment of the consumables and the like is achieved. Can be omitted.

According to a ninth aspect of the present invention, in the customer support center according to the eighth aspect, when the consumables cannot be discarded and need to be collected, the supply management unit may order the consumables or a predetermined number. It is characterized in that sometimes an instruction to collect consumables is automatically issued.

According to the invention described in claim 9, when the consumables cannot be discarded and must be collected, the supply management unit automatically sets the consumables when the consumables are ordered or predetermined. By instructing the collection of the consumables, even when the consumables need to be collected, the trouble in the procedure of collecting the consumables can be saved.

According to a tenth aspect of the present invention, in the customer support center according to any one of the seventh to ninth aspects, information indicating the degree of consumption of consumables among the cost supply information stored in the analysis database, It is characterized in that it is updated based on the use results of the office system.

According to the tenth aspect of the present invention, the information indicating the degree of consumption of the consumables in the cost supply information stored in the analysis database is updated based on the use record of the office system. In addition, it is possible to improve the accuracy of timing of replenishment of consumables.

According to the invention described in claim 11, a customer support center for supporting a customer based on device management information of a device arranged at the customer, an office system, a communication network, and a connection to the customer support center or the communication network. And a center connected by the communication network and a customer support system for assisting the customer in making the office system a more preferable configuration. At the replacement supply center, refer to the supply management database that stores consumables management information, the supply request receiving unit that receives consumable supply or collection requests or consumables replacement requests, and the supply management database. Supply or resumption of consumables received by the supply request Based on the request or replacement request of consumables, and having a supply instructing part for instructing the supply or recovery or replacement of consumables.

According to the invention described in claim 11, a supply management database storing information for managing consumables, a supply request receiving unit for receiving a request for supply or collection of consumables or replacement of consumables, A consumable having a supply instruction unit for instructing supply or replacement of consumables based on a request for supply or collection of consumables received by the supply request receiving unit or a request for replacement of consumables with reference to the management database. Supply centers that supply, collect, and exchange products.

According to a twelfth aspect of the present invention, in the supply center according to the eleventh aspect, a screen for receiving a request for supply or collection of consumables or a request for replacement of consumables from a plurality of manufacturers with reference to a supply management database. And a request for supply or collection of consumables or a request for replacement of consumables is made on the screen generated by the screen generator.

According to the invention described in claim 12, a request for supply or collection of consumables or a request for replacement of consumables is performed on the screen generated by the screen generation unit, so that a request for supply or collection of consumables or Requests for replacement of consumables can be made easily.

According to a thirteenth aspect of the present invention, in the supply center according to the twelfth aspect, a cost and a period required for supply, collection, and replacement of consumables are displayed on the screen generated by the screen generation unit. And

According to the thirteenth aspect, the cost and period required for supplying, collecting, and replacing consumables are displayed, so that supply, collection, and replacement of consumables can be performed in consideration of cost and period. It can be carried out.

The invention according to claim 14 provides a customer support center for supporting a customer based on device management information of a device arranged at the customer, an office system, a communication network, and a connection to the customer support center or the communication network. And a terminal of a customer supporter, and a customer support method for supporting a customer in making the office system more preferable. In the customer support method, the office system manages office equipment of a plurality of manufacturers. The customer support center collects and analyzes the device management information and cost information of the office system, proposes a more preferable office system configuration, and further comprises: By collecting and analyzing supply information from office systems It predicts the replenishment timing of consumables office system, if the replenishment of consumables is required, automatically, and performs replenishment instruction consumables.

The invention according to claim 14 is a customer support method suitable for the customer support system according to claim 1.

According to the present invention, a more preferable office system can be configured in consideration of the entire office system including devices of a plurality of manufacturers, and the replenishment of consumables and the like can be simplified.

Next, embodiments of the present invention will be described with reference to the drawings. FIG. 1 shows an example of a customer support system of the present invention.

1, office system ₁ 1 to 1 _N, the terminal ₂ 1 to 2 _M of customer support person, a communication network 10, and a customer support center 11 and supply center 12.

The network 10 is a communication network such as the Internet.

Office system 1 ₁ to 1 _N, the personal computer, a printer, a copier, and a device fax and the like. These devices are from multiple manufacturers. Terminal 2 ₁ ~2 _M of customer support person is a terminal of a person to assist the customer, such as a service person. The terminal ₂ 1 _{~2 M} of customer support person, may be directly connected to the customer support center 11.

Customer support center 11, using information of the office system ₁ 1 ~1 _N, to collect the cost-supply information such as analysis, suggestions for improvement of the system, the support of the customer on the replenishment and collection of consumables do. It should be noted that the office system ₁ 1 ~1 _N is, directly using a dedicated line network, may be connected to the customer support center 11.

The supply center 12 supplies, collects, and exchanges consumables (for example, toner cartridges) from different manufacturers. The supply center 12 may be a center established as a third party and shared by a plurality of manufacturers. The supply center 12 may supply and collect consumables based on a request. Further, the supply center 12 may recycle the consumables, and may replace the used consumables brought in with the recycled consumables.

Since the supply center 12 can supply, collect, and exchange consumables from different manufacturers, consumables cannot be discarded, and a great advantage can be obtained when using consumables that need to be collected. It is possible to use even consumables that do not need to be collected.

Although details will be described later, the office system 1 ₁ to 1 _N, with offices equipment of a plurality of manufacturers, by collecting usage information of the office equipment, and stores the device management information database including usage information. The customer support center 11 collects the device management information of the office system, analyzes the data, and based on the analysis, makes a suggestion for improvement of the system and supports the customer. Further, the customer support center 11 manages the consumables of the office system, and orders the consumables on behalf of the customer.

2 shows a configuration example of an office system ₁ 1 to 1 _N. Figure 2 is a communication interface 21, data Osamuhai unit 22, and a office equipment ₂₃ 1 ~ 23 _P, office system control unit 24, office equipment apparatus management information database 27 and cost supply information database 28.

The communication interface 21 interfaces between the office system 1 and the network 10. Thereby, two-way communication between the office system 1 and the customer support center 11 becomes possible.

Data Osamuhai unit 22 collects usage information office equipment ₂₃ 1 ~ 23 _P. The amount of office equipment 23 ₁ ~ 23 _P (e.g., if a copy machine, each size amount, paper feed Tanbetsu usage counts the amount of the double-sided usage, etc., these, personalized, by group. ), Waiting time (for example, when copying data from a personal computer using a print server, waiting time on the personal computer), consumption information of consumables (paper, toner, etc.), replenishment information of consumables, trouble information (for example, , Paper jams, etc.). The collected usage information is stored in the device management information database 27 of the office device without delay.

Office equipment 23 ₁ ~ 23 _P is a personal computer, a printer, a copying machine, a device fax, etc., the data relating to the use of these devices, all of which are transferred to the data Osamuhai unit 22.

(4) The office system control unit 24 controls the entire office system. The device management information database 27 of the office device stores device management information including information on use of office devices and information on use of office devices collected by the data collection and distribution unit 22. Information related to the use of office equipment includes the number of set equipment, their models (e.g., types of personal computers, printers, copiers, faxes, etc.), equipment IDs (e.g., IPv6 network numbers, manufacturers and serial numbers, etc.), Information on users (individuals, groups), etc. The device management information database 27 of the office device may be a part of the data collection and distribution unit 22.

The data collection and distribution unit 22 transmits the device management information stored in the device management information database 27 to the customer support center 11 at a predetermined time or when requested by the customer support center 11. Note that the predetermined time is a predetermined time in day, week, month, and year, when an office system is introduced, and when an office device is added or changed. The time when the request is made from the customer support center 11 is, for example, when a transmission request signal is individually received from the customer support center 11 or when a polling or selecting signal is received.
The cost / supply information database 28 includes, for each office device, the last replenishment time of consumables, the last replenishment amount of consumables, information indicating the amount of consumables used for a predetermined use of the device, and the unit price of consumables. Information is stored. In addition, the information indicating the usage amount of the consumables for a predetermined use of the device may be, for example, information on an order cycle of the consumables, in addition to the information on the usage amount of the consumables each time the device is used.

Next, an example of an order cycle of consumables in a 65-sheet copy machine will be described.
Toner: 1 box / 4 months Developer: 1 box / 30 months Photoconductor: 1/9 months Note that the cost / supply information database 28 may be a part of the equipment management information database 27 of office equipment.
The data collection and distribution unit 22 transmits the cost supply information stored in the cost supply information database 28 to the customer support center 11 at a predetermined time or when requested by the customer support center 11.

顧客 Based on the information, the customer support center 11 can grasp the cost of the system and perform replenishment of consumables and the like.

FIG. 3 shows an example of the customer support center 11 of the present invention.

3 includes a communication interface unit 31, a data collection unit 32, a data analysis unit 33, a report creation unit 34, a supply management unit 35, a customer support center control unit 36, an analysis database 38, and an analysis database 39. ing.

The communication interface unit 31 interfaces the customer support center 11 and the network 10. Thereby, two-way communication between the office system 1 and the customer support center 11 becomes possible.

The data collection unit 32 collects device management information, cost information, and supply information of devices in a plurality of office systems. Specifically, at a predetermined time, information is received and collected from the office system, a transmission request signal is transmitted to the office system, and a polling or selecting signal is transmitted and collected.

The data collection unit 32 may collect device management information and the like of office equipment from the data collection and distribution unit 22 of the office system. However, the data collection unit 32 directly stores the device management information database 27 or the cost / supply information database 28 of the office system. Access may be made to collect device management information and the like.

(4) The collected device management information and the like are stored in the analysis database 38 or the supply management database 39.

The data analysis unit 33 analyzes the office system with reference to the information stored in the analysis database 38 or the supply management database 39.

For example,
・ Process information related to equipment usage peaks, department-specific usage results, individual usage results, or costs related to equipment and equipment, and graph it.
-Propose a system configuration that reduces waiting time or cost in equipment.
・ Simulate when outsourcing.
・ Propose improvements for the use of consumables.
・ Propose the optimal arrangement of equipment.
・ Propose new services.

These analyzes may be performed by the customer support center at a predetermined time, or may be analyzed in response to a request from the terminal of the customer supporter or the office system. Further, the data analysis unit 33 continuously performs the analysis and verifies the past analysis result.

The supply management unit 35 manages consumables using information stored in the supply management database 39 for each office system. For example, based on the information stored in the analysis database 39 and the information stored in the supply management database 38, the storage amount of the consumables is estimated, and when the storage amount becomes equal to or less than a predetermined amount, the consumables are automatically consumed. You may make it order goods.

When the consumables cannot be discarded and need to be collected, the supply management unit 35 determines whether to order the consumables or a predetermined time (for example, when the number of used consumables exceeds a predetermined value). ), An instruction to collect consumables may be automatically issued.
If the consumables cannot be discarded and need to be collected, the supply management unit 35 supplies the consumables to the supply center 12 connected to the communication network 10 for supplying, collecting, and exchanging the consumables. The exchange request may be made automatically.

The customer support center control unit 36 controls the entire customer support center. The report creation unit 34 outputs a result of the analysis performed by the data analysis unit 33 in a report format. For example, a report of the use state of the customer's office system, a report of a system configuration that reduces time or cost, a report of a simulation in the case of outsourcing, a report of an improvement proposal regarding the use of consumables, and the like.

The analysis database 38 is a database in which information used by the data analysis unit 33 is stored, and stores equipment management information and cost information in the office system. The information indicating the degree of consumption of the consumables among the cost supply information stored in the analysis database is updated based on the use results of the office system.
The supply management database 39 is a database in which information used by the supply management unit 35 is stored, and stores supply information in the office system.

FIG. 4 shows an example of the supply center 12 for supplying, collecting, and replacing consumables according to the present invention when consumables cannot be discarded and need to be collected.

4 includes a communication interface unit 41, a screen generation unit 42, a supply request reception unit 43, a supply instruction unit 44, a supply center control unit 36, and a supply management database 48.

The communication interface unit 41 interfaces the supply center 12 and the network 10. Thereby, two-way communication between the supply center 12 and the customer support center 11 becomes possible.

The screen generation unit 42 generates a screen such as a homepage when the supply center 12 has set up a homepage on the Internet independently. If you use a third-party homepage, it is unnecessary. Although not shown, a login screen, an enrollment / registration screen, a supply request reception screen, an inquiry screen, a confirmation screen, and the like are generated. In addition, the cost and period required for supply, collection, and replacement of consumables are displayed on the supply request reception screen.

The supply request receiving unit 43 receives a request for supply or collection of consumables or a request for replacement of consumables. Specifically, the input supply request is received using the supply request reception screen. The supply instruction unit 44 instructs supply or replacement of consumables based on a request for supply or collection of consumables or a request for replacement of consumables received by the supply request receiving unit. The supply center control unit 36 controls the entire supply center. The supply management database 48 stores consumables management information. For example, basic data for calculating costs and periods required for supply, collection, and replacement of consumables is stored.

The supply center 12 may supply and collect consumables, recycle consumables, and replace used consumables with recycled consumables based on a request.

Customers and the like can use the supply center 12 for consumables to simplify replenishment and collection of consumables day. This allows the customer to manage supplies collectively, thereby improving the efficiency of operations.

The supply center 12 can greatly benefit from the use of consumables that cannot be disposed of and need to be collected, but can be used even for consumables such as paper that do not need to be collected. it can.

Based on FIG. 5, it is connected to a customer support center that supports the customer based on the device management information of the device placed at the customer, a plurality of office systems, a communication network, and the customer support center or the communication network. A customer support method in a customer support system including a customer supporter terminal will be described.

First, the office system stores device management information and cost information for managing office devices of a plurality of manufacturers (S10). Next, the customer support center collects equipment management information and cost information of the office system (S11), analyzes it (S12), and proposes a more preferable office system configuration to support the customer (S13). .
Further, the customer support center collects supply information from the office system (S21) and analyzes the supply information to predict the time of replenishment of consumables of the office system (S22). The customer is assisted by automatically instructing replenishment of consumables (S23).

It is a figure for explaining the example of the customer support system of the present invention. It is a diagram for explaining a configuration example of an office system 1 ₁ to 1 _N. It is a figure for explaining the example of the customer support center of the present invention. It is a figure for explaining the example of the supply center of the present invention. It is a figure for explaining a customer support method in a customer support system.

Explanation of reference numerals

DESCRIPTION OF SYMBOLS 1 Office system 2 Customer support terminal 10 Communication network 11 Customer support center 12 Supply center 21, 31, 41 Communication interface 22 Data collection and distribution part 23 Office equipment 24 Office system control part 27 Equipment management information database 28 Cost supply information database 32 Data collection unit 33 Data analysis unit 34 Report creation unit 35 Supply management unit 36 Customer support center control unit 38 Analysis database 39 Supply management database 42 Screen generation unit 43 Supply request reception unit 44 Supply instruction unit 45 Supply center control unit 48 Supply management database

Claims (14)

A customer support center that supports the customer based on the device management information of the devices placed at the customer; an office system; a communication network; and a terminal of the customer supporter connected to the customer support center or the communication network. In a customer support system that assists the customer in making the office system a more preferable configuration,
The office system comprises:
Office equipment from multiple manufacturers;
A device management information database that stores device management information for managing office devices;
A data collection unit that collects usage information of the office equipment and stores the information in the equipment management information database;
The customer support center, a data collection unit that collects device management information stored in the device management information database,
A data analysis unit that analyzes the device management information collected by the data collection unit for each office system, and a supply management unit that manages consumables for each office system,
The data analysis unit, in response to a request from the terminal of the customer supporter or the office system, outputs an analysis result related to the office system to support the customer,
The customer support system according to claim 1, wherein the supply management unit automatically requests the office system to supply the consumables when the supply of the consumables becomes necessary. A customer support center that supports the customer based on the device management information of the devices placed at the customer; an office system; a communication network; and a terminal of the customer supporter connected to the customer support center or the communication network. In the office system in a customer support system that assists the customer in making the office system a more preferable configuration,
Office equipment from multiple manufacturers;
A device management information database that stores device management information for managing office devices;
A data collection unit that collects usage information of the office equipment and stores the information in the equipment management information database;
The device management information database stores device management information consisting of information on use of the office device and information on use of the office device collected by the data collection and distribution unit,
The data collection and distribution unit transmits device management information stored in the device management information database to the customer support center at a predetermined time or when requested by the customer support center. Office system. The office system according to claim 2,
Having a cost and supply information database that stores cost information or supply information related to the office equipment,
The data collection and delivery unit transmits cost supply information stored in the cost supply information database to the customer support center at a predetermined time or when requested by the customer support center. Office system. The office system according to claim 2 or 3,
An office system, wherein the predetermined time includes a predetermined time in a day, a week, a month, and a year, a time when an office system is introduced, and a time when an office device is added or changed. The office system according to claim 3 or 4,
The cost supply information is
For each of the office equipment, it has the last replenishment date of the consumables, the last replenishment quantity of the consumables, information indicating the amount of the consumables used for a predetermined use of the equipment, and information on the unit price of the consumables. Office system. The office system according to claim 2,
Device management information stored in the device management information database,
An office system having information on the number of installed machines, the model, the user, the usage of the equipment, the trouble of the equipment, or the waiting time of the equipment for each office equipment. A customer support center that supports the customer based on the device management information of the devices placed at the customer; an office system; a communication network; and a terminal of the customer supporter connected to the customer support center or the communication network. In the customer support center in a customer support system that assists the customer in making the office system a more preferable configuration,
A data collection unit that collects device management information, cost information, and supply information of devices in a plurality of office systems;

For each office system, device management information of the office equipment collected by the data collection unit, an analysis database that stores cost information and supply information,
For each of the office systems, using information stored in the analysis database, a data analysis unit to analyze,
A supply management database that stores information for managing consumables of the office equipment,
A customer support center comprising a supply management unit for managing consumables for each of the office systems. In the customer support center according to claim 7,
The supply management unit estimates a storage amount of a consumable based on the information stored in the analysis database and the information stored in the supply management database, and when the storage amount is equal to or less than a predetermined amount, A customer support center that automatically orders consumables. In the customer support center according to claim 8,
If consumables cannot be disposed of and need to be collected,
The customer support center, wherein the supply management unit automatically issues a consumable supply collection instruction when ordering a consumable product or at a predetermined time. The customer support center according to any one of claims 7 to 9,
A customer support center for updating information indicating the degree of consumption of consumables among cost / supply information stored in an analysis database, based on the use results of the office system. A customer support center that supports the customer based on the device management information of the devices placed at the customer; an office system; a communication network; and a terminal of the customer supporter connected to the customer support center or the communication network. A center connected by the communication network and a customer support system that assists a customer in making the office system a more preferable configuration, wherein a supply center that supplies, collects, and exchanges consumables,
A supply management database that stores consumables management information,
A supply request receiving unit that receives a request for supply or collection of consumables or a request for replacement of consumables,
With reference to the supply management database, the supply request receiving unit receives a request for supply or collection of consumables or a supply instruction unit for instructing supply, collection, or replacement of consumables based on a request for replacement of consumables. Supply center characterized by having. The supply center according to claim 11,
With reference to the supply management database, having a screen generating unit that generates a screen for receiving a request for supply or collection of consumables from a plurality of manufacturers or a request for replacement of consumables,
A supply center, wherein a request for supply or collection of consumables or a request for replacement of consumables is made on the screen generated by the screen generator. In the supply center according to claim 12,
The supply center, wherein a cost and a period required for supply, collection, and replacement of consumables are displayed on the screen generated by the screen generation unit. A customer support center that supports the customer based on the device management information of the devices placed at the customer; an office system; a communication network; and a terminal of the customer supporter connected to the customer support center or the communication network. In a customer support method in a customer support system for supporting a customer in making the office system a more preferable configuration,
The office system comprises:
Stores device management information and cost information for managing office devices of a plurality of manufacturers,
The customer support center collects equipment management information and cost information of the office system, analyzes and proposes a more preferable office system configuration,
Further, by collecting and analyzing the supply information from the office system, it is possible to predict the replenishment time of the consumables of the office system, and when the replenishment of the consumables becomes necessary, an instruction for replenishing the consumables is automatically issued. A customer support method.

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