JP2009048434A - On-site setup support system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an on-site setup support system capable of quickly coping with inquiries on an article from a user, fully managing user information, and efficiently supporting the user. <P>SOLUTION: A server device is provided comprising a database which accumulates the information of the user desiring an on-site support of the article and the other various types of information. At least an affiliating party communication device and an agent communication device are connected to the server device through a communication means. When receiving request information from the affiliating party communication device, the server device issues a specific user's order information based on the request information to the agent communication device. When issuing accept information as reply information to the order information, the agent communication device obtains more concrete information on the specific user from the server device. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a business trip setting support system, and more particularly to a business trip setting support system capable of efficiently providing support to a user in response to an inquiry about installation of a product such as a computer.

  In the case of a product such as a computer, it is necessary to support the user for inquiries regarding the installation of the product. In this case, the user contacts the dealer with a communication means such as a telephone for inquiries about the product, etc., and the dealer contacts the manufacturer, etc., and then the manufacturer determines the person in charge. The person in charge is visited by the user to deal with inquiries about the user's products.

2. Description of the Related Art Conventionally, there is a product maintenance management system in which maintenance information is centrally managed by connecting a terminal device on the customer side to a maintenance management server on the supplier side via a network.
JP 2002-342661 A

  However, conventionally, when a user inquires about a product or the like, the user contacts a dealer, etc., and the dealer contacts the manufacturer, etc., and the manufacturer determines a person in charge, and this person in charge is assigned to the user. Since the site was visited, the procedure was complicated, and it was difficult to respond promptly to user inquiries, etc., and the management of user information was inadequate, thus supporting users Could not be fulfilled sufficiently.

  SUMMARY OF THE INVENTION An object of the present invention is to provide a business trip setting support system capable of promptly responding to user product inquiries, etc., sufficiently managing user information, and efficiently supporting users. Is to provide.

  The present invention is provided with a server device provided with a database for storing information on a user who wishes to visit a product and other various information, and this server device has at least a partner side communication device and an agent via communication means. When the server device receives request information from the partner communication device, the server device issues order information of a specific user based on the request information to the agent communication device, and the proxy device The store side communication device obtains more specific information of the specific user from the server device when issuing acceptance information as reply information to the order information.

  In the present invention, when the server device receives the request information, it issues order information based on the request information to the agency-side communication device, and the agency-side communication device confirms the information of the specific user. It is possible to promptly respond to inquiries and the like, and to sufficiently manage user information and efficiently support users.

The business trip setting support system according to the present invention enables a quick response to a user's inquiry about a product, etc., and also aims to sufficiently manage user information and efficiently support the user in the server device. This is realized by managing user information and visit information to the user.
Hereinafter, embodiments of the present invention will be described in detail and specifically with reference to the drawings.

  1 to 11 show an embodiment of the present invention. In FIG. 1, 1 is a business trip setting support system. This business trip setting support system 1 has one support center A, a plurality of partner companies B, a plurality of agents C, and a plurality of users D, and any one of the users D installs a product such as a computer. A system in which partner company B or user D can make a request when he / she wants to receive visit support, etc., and support center A makes a request for visit support to agency C suitable for user D. is there.

As shown in FIG. 1, a server device 2 is installed in the support center A. This server device 2 is composed of a computer, and includes a server-side database 3 as a database for storing information on each user D who desires visit support and other information on the partner company B and agency C as various other information. Yes.
In the partner company B, the partner side communication device 4 is installed. The partner side communication device 4 includes, for example, a partner side computer 5, a partner side general telephone 6, and a partner side facsimile 7. The partner computer 5 also includes a partner database 8 that stores user information and the like.
In the agency C, the agency side communication device 9 is installed. The agency side communication device 9 is composed of a computer.
A user-side communication device 10 is installed for the user D. The user side communication device 10 includes, for example, a user side computer 11, a user side mobile phone 12, and a user side general telephone 13.

The server device 2 and the partner side communication device 4 communicate with each other through the first communication means 14. The first communication means 14 is composed of, for example, an Internet line, a general telephone line, a dedicated line, or the like.
The server device 2 and the agency communication device 9 communicate with each other through the second communication means 15. The second communication means 15 comprises an internet line.
The server device 2 and the user side communication device 10 communicate with each other through the third communication means 16. The third communication means 16 includes, for example, an internet line, a mobile phone line, a general phone line, and the like.
The partner side communication device 4 and the agency side communication device 9 communicate with each other through the fourth communication means 17. The fourth communication means 17 comprises an internet line.

  As shown in FIG. 2, the server device (computer) 2 includes the server-side database 3 that stores various information from the partner-side computer 5, the agency-side communication device (computer) 9, and the user-side computer 11. In addition, server-side partner acquisition management unit 18 that acquires and manages various types of information exchanged with partner computer 5, and server-side billing acquisition management unit that acquires and manages charging-related information between partner computer 5 19 and server side user acquisition management means 20 for acquiring and managing various information exchanged between the user side computer 11 and server side agent acquisition management means 20 for acquiring and managing various information exchanged between the agent 19 and the agency side communication device 9 A server-side information transmitting / receiving unit 22 that transmits and receives various types of information between the unit 21 and each communication device, and displays various types of information. And over server-side display unit (display) 23, the server side input means (keyboard, mouse, etc.) for input of various information and a 24.

  The partner side computer 5 of the partner side communication device 4 includes the partner side database 8 that stores user information and the like, and acquires and manages various types of information exchanged with the server device 2. Partner side information acquisition / transmission means 26 for acquiring / managing various information exchanged between the means 25 and the agency side communication device 9 and partner side information transmission / reception between each communication device. A means 27, a partner side display means (display) 28 for displaying various information, and a partner side input means (keyboard, mouse, etc.) 29 for inputting various information are provided.

  The agency side communication device (computer) 9 obtains various information exchanged between the agency side server acquisition management means 30 for obtaining and managing various information exchanged with the server device (computer) 2 and the partner side computer 5. Agent-side partner acquisition management unit 31 for acquisition management, agent-side information transmission / reception unit 32 for transmitting / receiving various types of information to / from each communication device, and agent-side display unit (display) for displaying various types of information 33 and agency side input means (keyboard, mouse, etc.) 34 for inputting various information.

  The user-side computer 11 of the user-side communication device 10 transmits and receives various information between the user-side server acquisition management means 35 for acquiring and managing various information exchanged with the server device (computer) 2 and each communication device. User-side information transmitting / receiving means 36 for performing, user-side display means (display) 37 for displaying various information, and user-side input means (keyboard, mouse, etc.) 38 for inputting various information are provided.

  When the server device 2 receives the request information from the partner computer 5, the server device 2 issues the order information of the specific user based on the request information to the agent side communication device 9, and the agent side communication device 9. , When receiving acceptance information as reply information to the order information, obtains more specific information of the specific user from the server device 2.

  Further, the agency communication device 9 issues billing confirmation action information to the partner computer 5, and the server device 2 receives billing result confirmation information from the partner computer 5.

  Further, when the partner computer 5 logs in, the server device 2 specifies specific information (customer progress confirmation information / customer search information, partner report information / project identification information, etc.) in the server side database 3 (for example, progress confirmation in FIG. 9). (Indicated by information) is issued to the partner computer 5.

  Furthermore, when the server apparatus 2 receives the user repeat information from the agency side communication apparatus 9, the server apparatus 2 stores the user repeat information in the database 3 as visit request information.

Next, the operation of this embodiment will be described based on the time chart of FIG.
First, in the partner-side computer 5 of the partner-side communication device 4, communication to the server device 2 is performed on the login screen (see FIG. 4) that appears on the partner-side display means 28 by the partner-specific WEB system. The predetermined item information is input by the partner side input means 29, and the authentication is started.

When there is communication from the partner computer 5 to the server device 2, a new customer brokering screen (see FIG. 5) appears on the partner partner display means 28, and the predetermined item information is displayed on the partner partner screen on the new customer brokering screen. When input is made by the side input means 29, the input information becomes request information, and the server apparatus 2 receives the request information (S101).
In the server device 2, the request information is processed, for example, automatically or semi-automatically based on conditions such as a region, and the processed information is used as order information for a specific user.
Then, the server device 2 issues this ordering information to the agency communication device 9 (S102).

In this agency side communication device 9, communication to the server device 2 is carried out by using predetermined agent information on the login screen (see FIG. 6A) displayed on the agency side display means 33 by the agency dedicated WEB system. When input is made by the agency side input means 34, the process is started.
Then, the top screen (see FIG. 6B) appears on the agency side display means 33. On this top screen, predetermined item information can be input by the agency side input means 34. Further, a visit request form screen (see FIG. 7) appears on the agency side display means 33.
After that, when there is no acceptance information as reply information for the order information from the agency side communication device 9 within a predetermined period for the order information of the specific user, the server device 2 prompts the agency side communication device 9 Information is issued (S103).

  When the agency communication device 9 issues acceptance information as reply information to the order information to the server device 2 (S104), the appointment request editing screen that appears on the agency side display means 33 (see FIG. 8). ), More specific information (official user information) of the specific user D who wants to receive visit support from the server device 2 is obtained. When predetermined item information is input by the agency side input means 34 on the appointment request editing screen, the server device 2 stores the information in the server side database 3.

Next, at the agency C, for example, the user D is contacted to make a visit reservation by using a general telephone or a mobile phone, and the visiting place, the visiting date, etc. are confirmed (S105).
When the agency communication device 10 issues a reservation process and reservation result information with the user D to the server device 2 (S106), the server device 2 stores the information in the server side database 3.
After that, the agency C visits the user D and performs product visit support (S107).
Then, when the visit support to the user D ends, and the agency side communication device 9 issues the visit result (post processing / termination report) information to the server device 2 (S108), the server device 2 sends the information to the server Store in the side database 3.

By the way, when the agency C provides visit support to the user D, the agency-side communication device 9 sends the charging confirmation action information to the partner-side computer 5 by, for example, inputting the user D's ID, password, property number, or the like. (S109).
And the server apparatus 2 can confirm the charging result, for example, if it issues charging result confirmation information by inputting a property number or the like (S110). Thereby, subsequent billing etc. can be made easy.

  When the partner computer 5 logs in to the server device 2 (see FIG. 4) (S111), specific information (customer progress confirmation information / customer search information and partner report information) in the server side database 3 of the server device 2 is displayed. (Case specific information etc.) (for example, shown on the progress confirmation screen (see FIG. 9)) is displayed on the partner side display means 28.

  After that, the user D receives a contact support repeat request from the agent C by telephone or the like (S112), and when the server device 2 receives the user repeat information from the agent side communication device 9 (S113), This user repeat information is stored in the server side database 3.

On the other hand, when the user D wants to make a visit request directly to the support center A without using the agency C and uses the user side computer 11, the user side computer 11 provides visit support from the user side computer 11. When the request information or repeat information is issued to the server device 2 (S114), a visit support reservation screen (see FIG. 10) appears on the user side display means 37, and the predetermined item information is displayed on the user side display means 37. Is input by the user side input means 38, the server device 2 issues estimate information as reply information to the input information to the user side computer 11 (S115). Thereby, the user D can easily know the visit support fee and the like.
In addition, when the user D wants to make a visit request directly to the support center A using the user-side mobile phone 12, when the user-side mobile phone 12 is operated, the user D can communicate with the server device 2 through the mobile-only WEB system. Then, a reservation form screen (see (A) to (B) in FIG. 11) appears. By inputting predetermined item information in accordance with the screens in (A) to (B) in FIG. And estimate information as reply information can be received.

As a result, in this embodiment, when the server device 2 receives the request information from the partner computer 5, the server device 2 issues the ordering information of the specific user based on the request information to the agency communication device 9. The agency side communication device 9 obtains more specific information of the specific user from the server device 2 when issuing acceptance information as reply information to the order information.
As a result, it is possible to respond promptly to inquiries and the like of the products of the user D, to sufficiently manage user information, and to efficiently support the user D.

Further, the agency communication device 9 issues billing confirmation action information to the partner computer 5, and the server device 2 receives billing result confirmation information from the partner computer 5.
As a result, the server device 2 can confirm the visit support fee based on the billing information of the partner computer 5.

Further, when the partner computer 5 logs in, the server device 2 specifies specific information (customer progress confirmation information / customer search information, partner report information / project identification information, etc.) in the server side database 3 (for example, progress confirmation in FIG. 9). (Indicated by information) is issued to the partner computer 5.
Thereby, in the partner side computer 5, various information, such as a customer progress confirmation of the server side database 3, can be confirmed easily.

Furthermore, when the server device 2 receives the user repeat information from the agency side communication device 9, the server device 2 stores the user repeat information in the server side database 3 as visit request information.
Thereby, in the support center A, user repeat information can be grasped | ascertained easily.

The server apparatus 2 acquires and manages various information exchanged between the server-side database 3 that stores at least various information from the partner-side computer 5 and the agency-side communication device 10 and the partner-side computer 5. Acquire and manage various information exchanged between the server-side charging acquisition management means 19 for acquiring and managing charging-related information between the partner-side acquisition management means 18 and the partner-side computer 5 and the agency-side communication device 9. And server-side agent acquisition management means 20.
Thereby, in the business trip setting support system 1, the entire system is simple, and the server device 2 can easily and reliably relay at least between the partner device device 4 and the agency communication device 10. Therefore, it is possible to efficiently support the user D.

  Management of user information and user visit information in the server apparatus can be applied to other information systems.

It is a block diagram of a business trip setting support system. It is a block diagram which shows the inside of each computer and its connection state. It is a time chart of a business trip setting support system. It is a figure of the login screen of a partner exclusive use WEB agency system. It is a figure of the visit support application form screen in the partner exclusive WEB agency system. (A) is a figure of the login screen of an agency exclusive WEB system. (B) is a figure of the top screen of an agency exclusive WEB system. It is a figure of the visit request form screen in an agency exclusive WEB system. It is a figure of the appointment request form edit screen in an agency exclusive WEB system. It is a figure of the progress confirmation screen in the WEB agency system only for a partner. It is a figure of the reservation screen of the visit support at the time of the user request in a user exclusive WEB agency system. (A) is a figure of the 1st reservation form screen in a user's carrying-only WEB agency system. (B) is a figure of the 2nd reservation form screen in a user's carrying-only WEB agency system. (C) is a figure of the 3rd reservation form screen in a user's carrying-only WEB agency system.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Business trip setting support system 2 Server apparatus 3 Server side database 4 Partner side communication apparatus 5 Partner side computer 8 Partner side database 9 Agency side communication apparatus 10 User side communication apparatus 11 User side computer 14 1st communication means 15 1st 2 communication means 16 third communication means 17 fourth communication means 18 server side partner acquisition management means 19 server side acquisition acquisition management means 20 server side agency acquisition management means 25 partner side server acquisition management means 26 partner Side agency acquisition management means 27 partner side information transmission / reception means 30 agency side server acquisition management means 31 agency side partner acquisition management means 32 agency side information transmission / reception means 35 user side server acquisition management means

Claims (5)

  A server device provided with a database for storing information on a user who wants to support the visit of goods and other various information is provided, and this server device includes at least a partner side communication device and an agent side communication device via communication means. When the server device receives the request information from the partner side communication device, the server device issues order information of a specific user based on the request information to the agent side communication device, and the agent side communication device Provides a more specific information of the specific user from the server device when issuing acceptance information as reply information to the order information.   The said agency side communication apparatus issues the charge confirmation action information to the said partner side communication apparatus, and the said server apparatus receives charge result confirmation information from the said partner side communication apparatus. Business trip setting support system.   2. The business trip setting support system according to claim 1, wherein the server device issues specific information of the database to the partner side communication device when the partner side communication device logs in.   2. The business trip setting support system according to claim 1, wherein when the server device receives user repeat information from the agency side communication device, the server device accumulates the user repeat information as visit request information in the database.   The server device acquires and manages various information exchanged between the server side database as the database for storing various information from at least the partner side communication device and the agency side communication device, and the partner side communication device. Acquire various information exchanged between the server-side partner acquisition device and the server-side partner acquisition device and the server-side member acquisition device for acquiring and managing the billing related information between the partner partner communication device 2. The business trip setting support system according to claim 1, further comprising server-side agent acquisition management means for management.

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