JP2020042579A - Service providing method and system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To cover the repair cost of a target device without any restriction on the number of years as long as it is within a predetermined amount, and if it is caused by a failure, the purchase price is set for replacement of a gas consuming device at the convenience of the user. We will provide a service that enables compensation according to the situation. SOLUTION: When the name and address of an applicant are input in the input fields 301 and 302 of the application screen 300 of the guarantee service and the confirmation button 304 is clicked, the collation with the customer database is executed based on the input information. Will be done. The collation result is displayed on the operation screen of the terminal operated by the customer who has applied for the subscription to the warranty service and the operation screen of the worker terminal connected to the management server of the gas supply service. [Selection diagram] FIG. 9

Description

  The present invention relates to a service providing method and system.

  At present, in cooperation with an insurance company, a gas supply company provides a guarantee service for gas consuming equipment whose warranty period has passed through a manufacturer guarantee.

JP-A-2006-162293

  In the case of the guarantee service described in the prior art and other similar services, there are many restrictions on devices to be guaranteed. For example, in order to receive a warranty service for a target device, it is required that the number of years elapsed from the manufacturing year be within a predetermined number of years. There is also a service in which a compensation is paid when the target device is replaced, but there is a restriction that the service can be provided only when repair is impossible. As such, existing services are still subject to many restrictions for subscribers.

  The present invention makes it possible to make up for the repair cost of the target device without restriction on the number of years within a predetermined amount, and to replace the gas consuming device at the convenience of the user if it is caused by a failure. An object of the present invention is to provide a service that enables compensation according to the requirements.

The invention according to claim 1 is a computer-implemented service providing method, in which a predetermined company repairs a gas consuming device owned by a subscriber without limitation on the number of years within a predetermined amount. Is reduced or exempted, and the replacement cost of gas consuming equipment from the predetermined operator is reduced, including the convenience of the subscriber, if it is caused by the breakdown and within the amount specified according to the purchase price. If an application for the warranty service is accepted, the information of the applicant for the warranty service is compared with the subscriber information of the gas supply service for home use, and the applicant for the contract is contracted for the gas supply service for home use. If the subscriber is an authorized subscriber, the subscriber to the warranty service is added to the subscriber information for the subscriber, but owned by the subscriber of the warranty service. Information about gas consuming device and its life that is a service providing method characterized in that it does not register as a supply condition of the warranty service.
In the invention according to claim 2, when the subscription applicant is the contracted subscriber of the gas supply service, the computer displays, on an operation screen, the completion of the subscription to the warranty service, and 2. The service providing method according to claim 1, wherein when the applicant is not the contracted subscriber of the gas supply service, a message that the subscription to the warranty service is not permitted is displayed on the operation screen. 3.
In the invention according to claim 3, the computer provides information on the contracted subscriber who has completed the subscription to the guarantee service to the predetermined information processing system on the side of the business operator, The service providing method according to claim 1, wherein the repair requester or the purchaser is displayed on the operation screen of the work terminal to be a target of the warranty service.
The invention according to claim 4, wherein the computer is a gas consuming appliance owned by a subscriber of the warranty service by the predetermined business operator based on repair report data or replacement discount data received from the information processing system. 4. The service providing method according to claim 3, wherein payment for a reduced cost at the time of repair or replacement of the product is managed.
The invention according to claim 5 reduces the cost of repairing a gas consuming device owned by a subscriber by a predetermined business operator without restriction on the number of years within a predetermined amount, causes a failure and purchases the device. A receiving unit for receiving a subscription application for a warranty service in which the replacement cost of the gas consuming equipment is reduced from the predetermined business operator including the convenience of the subscriber if the amount is within the amount determined according to the amount; A matching unit for checking the information of the applicant for subscription to the subscriber information of the gas supply service for home use, and, if the applicant for subscription is a contracted subscriber of the gas supply service for home use, The subscription to the warranty service is added to the subscriber information of the applicant, and the information on the gas consuming equipment owned by the subscriber of the warranty service and the number of years of the warranty service is added to the warranty. And contract management portion which is not registered as a supply condition of the-bis is a service providing system having a.

According to the first aspect of the present invention, if the cost is within a predetermined amount, the repair cost of the target device can be compensated to the subscriber without restriction on the number of years, and the gas consuming device at the convenience of the user due to the failure. It is possible to provide the subscriber with compensation according to the purchase price for the replacement of.
According to the second aspect of the invention, the result of the service application can be notified to the applicant and the operator.
According to the third aspect of the present invention, cooperation with a business operator serving as a window for repair or replacement is realized.
According to the fourth aspect of the present invention, it is possible to execute a payment for a replacement to a company that has become a window for repair or replacement.
According to the fifth aspect of the invention, the repair cost of the target device can be compensated to the subscriber without restriction on the number of years if the amount is within the predetermined amount, and the gas consuming device at the convenience of the user due to the failure. It is possible to provide the subscriber with compensation according to the purchase price for the replacement of.

FIG. 1 is a diagram illustrating an example of an overall configuration of a service providing system. It is a figure explaining the flow of information in a service providing system. It is a figure showing the example of composition on hardware of the contract management system which the supply company which provides a gas supply service operates. FIG. 3 is a diagram illustrating a configuration example on software in a management server. It is a figure explaining the example of the guarantee service of the gas consuming equipment in this embodiment. It is a figure which shows the example of a structure on the hardware of the repair etc. management system which the window company provided in every area where a gas supply service is provided operates. FIG. 3 is a diagram illustrating a configuration example on software in a management server. It is a figure explaining the process which progresses in connection with an application procedure. It is a figure showing an example of a guarantee service application screen. It is a figure which shows the example of a display of the screen displayed when the service under contract of the applicant of the guarantee service is a household gas supply service. FIG. 14 is a diagram illustrating a display example of a screen for notifying completion of an application procedure for a warranty service. It is a figure showing the example of a display of the screen displayed when the subscription application to the guarantee service is not accepted. It is a figure explaining the process which progresses in connection with the repair application procedure from a customer. It is a figure showing an example of a work screen at the time of receiving a repair application. It is a figure showing an example of a work screen displayed after a field worker inputs work contents. It is a figure explaining the process which progresses in connection with the case where replacement of gas consuming equipment is requested after a visit for repair. It is a figure showing an example of a work screen displayed after a field worker inputs work contents.

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

<Overall configuration of system>
FIG. 1 is a diagram illustrating an example of the overall configuration of the service providing system 1.
The service providing system 1 shown in FIG. 1 includes a contract management system 10 operated by a supplier that provides a gas supply service, a terminal (not shown) operated by a contractor (hereinafter also referred to as a “subscriber”), It is composed of a terminal (not shown) of a counter operator arranged in areas AR1, AR2, AR3,... Obtained by dividing the area in which the gas supply service is provided into management units, and the Internet 20 connecting these terminals.
The contract management system 10 is an example of an information processing system.
The counter operator provides services such as meter reading, opening and closing taps, safety inspections, and sales, installation and repair of gas equipment and hot water terminal equipment. Gas equipment and hot water terminal equipment are examples of equipment that consumes gas, that is, gas consuming equipment.

The number of areas AR1, AR2, AR3,... Is arbitrary. In each of the areas AR1, AR2, AR3,..., There are houses 30 and 40 in which subscribers of the gas supply service live, and a store 50 of a window business. Although FIG. 1 shows the houses 30 and 40 and the store 50 only in the area AR1, the same applies to the other areas AR2 and AR3. The house 30 here is a detached house, and the house 40 is an apartment house.
Each of the areas AR1, AR2, AR3,... Also includes business buildings and public facilities in which gas equipment and hot water terminal equipment are installed. However, in FIG. 1, business buildings and public facilities are omitted.
In the case of FIG. 1, the contract management system 10 is provided with a customer database (hereinafter, also referred to as “customer DB”) 10A in which information on customers is stored. Needless to say, the customer database 10A does not need to physically exist in the contract management system 10, but may be stored on an externally connected storage. The storage may be on a local network or on a cloud.

FIG. 2 is a diagram illustrating the flow of information in the service providing system 1. In FIG. 2, parts corresponding to those in FIG. 1 are denoted by reference numerals.
The information exchange between the houses 30 and 40 and the contract management system 10 includes a route using the terminal 35, a route by mail in writing, and a route by telephone using the telephone 60. In addition, a route that passes through a counter operator is also conceivable.
The terminal 35 has a communication function capable of accessing a website published on the Internet 20. For example, the terminal 35 is a computer, a smartphone, a mobile phone, or the like.
A repair company management system 55 is provided in the store of the counter operator, and the contract management system 10 and the repair etc. management system 55 communicate via the Internet 20. Update of the subscriber information described later and information on the advance payment associated with the service are also transferred between the contract management system 10 and the repair management system 55.

<Contract management system configuration>
FIG. 3 is a diagram illustrating an example of a hardware configuration of the contract management system 10 operated by a supplier that provides a gas supply service.
The contract management system 10 shown in FIG. 3 includes a management server 100 that manages contract information for each subscriber, an operator terminal 110 used for inputting and outputting information to and from the management server 100, and a local area network 120 connecting these. It is composed of The worker terminal 110 is not limited to a terminal installed and used on a desk or the like, but may be a tablet terminal or a smartphone. Note that a cloud network may be used instead of the local area network 120.
The management server 100 according to the present embodiment is connected to the Internet 20, and provides a website to subscribers and prospective subscribers, provides information to window operators, and the like. It is not necessary for the management server 100 to execute all functions by itself, and a dedicated server may be prepared for each function.

The management server 100 includes a CPU (Central Processing Unit) 101 that provides various functions through execution of a basic program (a so-called operation system) and an application program, and a ROM (Read Only Memory) that stores a BIOS (Basic Input Output System) and the like. 102, and a RAM (Random Access Memory) 103 which is an execution area of the program. The CPU 101, the ROM 102, and the RAM 103 constitute a computer.
In the case of FIG. 3, the management server 100 is also provided with a hard disk drive (HDD) 104 used for storing programs and various data, and communication modules 105 and 106 used for communication with the outside.
Among them, the communication module 105 is for communication with the worker terminal 110 connected to the local area network 120, and the communication module 106 is for communication with the Internet 20.
Note that the CPU 101 and each unit are connected via a bus 107 or a communication line (not shown).

FIG. 4 is a diagram illustrating a configuration example on software in the management server 100. The functional configuration shown in FIG. 4 is realized through execution of a program by CPU 101 (see FIG. 3).
From the viewpoint of software, the management server 100 includes an applicant information receiving unit 131 that accepts an application for a subscription to a guarantee service for gas equipment and hot water terminal equipment, and customer information acquisition that acquires information on a contractor such as a gas supply service. Unit 132, a collating unit 133 for collating information on the applicant for subscription to the warranty service and a contractor of the gas supply service, a contract management unit 134 for managing contract information on various services including the guarantee service, System linking unit 135 for linking information with an external system including a repair management system 55 (see FIG. 2) operated by a counter operator, and charge management for managing charge calculation, billing, payment of advance payment, etc. It functions as the unit 136.

Applicant information receiving unit 131 in the present embodiment executes a process of receiving information of an applicant who wants to subscribe to a guarantee service of a gas consuming device. For example, when an applicant applies through a website, the applicant information receiving unit 131 accepts information input to an input field of the website (application screen) through the terminal 35 (see FIG. 2). When the applicant applies in writing, the applicant information receiving unit 131 receives information input by the worker through the worker terminal 110 (see FIG. 3). When the applicant applies through telephone 60 (see FIG. 2), applicant information receiving unit 131 receives information input by the worker who accepted the call.
Note that, when the work of inputting the items described in the mailed document is outsourced, the applicant information receiving unit 131 receives information input from an external terminal (not shown).

The customer information acquisition unit 132 acquires customer information of the gas supply service from the customer database 10A (see FIG. 1) and the like. Types of contracts for gas supply services include retail contracts for households, retail contracts for corporations and sole proprietors, and the like. In the case of this embodiment, the contract for the room where the sole proprietor lives is treated as a retail contract for home use.
The collation unit 133 executes a process of collating the received information of the applicant with the acquired customer information. In the case of the present embodiment, the collation unit 133 collates whether the applicant is a customer (that is, a contracted subscriber of the gas supply service) and, if the applicant is a customer, the type of contract is a household retail contract. Is done. This is because, in the present embodiment, as a condition for subscribing to the guarantee service for gas equipment and hot water terminal equipment, it is required to be a subscriber of a home retail contract.
The gas appliances in the present embodiment include a gas stove, a gas fan heater, and a gas stove. In addition, the hot water terminal device includes a gas hot water floor heater, a radiator dedicated to heating, and a bathroom heater / dryer. It does not matter whether the gas hot water floor heater can be retrofitted or not.

The contract management unit 134 updates and registers customer contract information based on the result of the comparison. In the case of the present embodiment, the contract management unit 134 determines that if the applicant for subscription to the warranty service is already a subscriber of a household retail contract for a gas supply service, Register information. In other words, the contract management unit 134 does not register other information as a condition for the subscriber to receive the provision of the guarantee service. For example, the contract management unit 134 may provide, as conditions for providing the warranty service, the type and model of the gas consuming device to be guaranteed, the date of manufacture of the gas consuming device, the date of installation of the gas consuming device, the number of repairs, Do not register the number of consumer appliances, the purchasers of gas consumers, etc.
However, the customer information does not control the type and model number of the gas consuming equipment, the date of manufacture of the gas consuming equipment, the date of installation of the gas consuming equipment, etc. May be defined as a company that manufactures gas consuming equipment, or that it has been certified. Since this condition is determined independently of the gas consuming equipment owned by the individual subscriber, there is no need to manage it as customer information of the individual subscriber.

The external system linking unit 135 in the present embodiment is a financial institution used for billing, receiving, paying, and the like of charges and advance payments, in addition to the repair management system 55 (see FIG. 2) operated by a local window company. System that monitors whether repairs and replacements related to warranty services registered by the local counter operator are appropriate, and systems that monitor whether claims for replacement fees generated for warranty services are appropriate I do. However, it is possible to cooperate with some of these systems, and also to cooperate with other systems.
The fee management unit 136 charges the subscriber for the fee for the warranty service, receives the fee from the subscriber, and pays the advance payment for the repair or replacement by using the warranty service charged by the local teller. Manage.

FIG. 5 is a diagram illustrating an example of a guarantee service of a gas consuming device according to the present embodiment. Warranty services are defined by type and content.
Types are divided into repair and replacement due to failure. The repair here refers to an operation for eliminating a defect of the gas consuming device regardless of replacement of parts. In addition, replacement by purchase due to failure refers to replacement of gas consuming equipment due to failure. The replacement by purchase here is not limited to the case where repair is impossible due to a failure. That is, if it is caused by a failure, it does not matter whether it is a proposal from a field worker or an offer from a subscriber of the warranty service.

In the case of FIG. 5, the cost of repairing gas consuming equipment owned by the warranty service subscriber is reduced or exempted up to 30,000 yen including tax at a time. For example, if the repair cost is 20,000 yen, there is no cost to be paid by the subscriber. That is, the payment is exempted. For example, if the repair cost is 50,000 yen, the cost borne by the subscriber is reduced to 20,000 yen.
The repair cost here includes a travel cost, a technical fee, a component fee, a diagnostic fee, a parking lot fee, a standby fee, an amount of work at a high place, and other various costs generated as necessary.

In the case of FIG. 5, replacement of gas consuming equipment due to failure is classified into three.
One of the categories is when the manufacturer's suggested retail price of the gas consuming equipment to be replaced exceeds 300,000 yen including tax. In this case, 50,000 yen is reduced from the price paid by the subscriber. For example, if the manufacturer's desired retail price is 320,000 yen including tax, the amount paid by the subscriber is 270,000 yen.
The other category is a case where the manufacturer's suggested retail price of the gas consuming equipment to be replaced exceeds 100,000 yen including tax and 300,000 yen or less including tax. In this case, 30,000 yen is reduced from the price paid by the subscriber. For example, if the manufacturer's desired retail price is 260,000 yen including tax, the amount paid by the subscriber is 230,000 yen.

The other category is a case where the manufacturer's suggested retail price of the gas consuming equipment to be replaced exceeds 10,000 yen including tax and 100,000 yen including tax. In this case, 10,000 yen is reduced from the price paid by the subscriber. For example, if the manufacturer's desired retail price is 70,000 yen including tax, the amount paid by the subscriber is 60,000 yen.
Note that the content shown in FIG. 5 is an example, and the upper limit of the amount of money compensated from the warranty service per one repair may be another amount. Further, the number of categories for replacement due to a failure is not limited to three, but may be one, two, four or more. Further, the conditions for defining each section are not limited to the example of FIG. For example, the amount may be determined without tax, and the amount to be reduced may be different from the example of FIG.

<Configuration of repair management system>
FIG. 6 is a diagram showing an example of a hardware configuration of a repair management system 55 operated by a counter company provided in each area where a gas supply service is provided.
A repair management system 55 shown in FIG. 6 includes a management server 200 that manages reception of repairs and the like, an operator terminal 210 used for inputting and outputting information to and from the management server 200, and a local area network 220 connecting these. It is composed of
The worker terminal 210 is not limited to a terminal installed and used on a desk or the like, but may be a tablet terminal or a smartphone. Further, the worker terminal 210 may be a terminal carried by a field worker who works in the subscriber's house 30, 40 or the like. However, for example, a mobile communication network is used for connection with a terminal carried by a field worker.
Note that a cloud network may be used instead of the local area network 220.

The management server 200 includes a CPU 201 that provides various functions through the execution of a basic program (a so-called operation system) and an application program, a ROM 202 that stores a BIOS and the like, and a RAM 203 that is a program execution area. The CPU 201, the ROM 202, and the RAM 203 constitute a computer.
In the case of FIG. 6, the management server 200 is also provided with a hard disk device 204 used for storing programs and various data, and communication modules 205 and 206 used for communication with the outside.
Among them, the communication module 205 is for communication with the worker terminal 210 connected to the local area network 220, and the communication module 206 is for communication with the Internet 20.
Note that the CPU 201 and each unit are connected via a bus 207 and a communication line (not shown).

FIG. 7 is a diagram illustrating a configuration example on software in the management server 200. The functional configuration shown in FIG. 7 is realized through execution of a program by CPU 201 (see FIG. 6).
The management server 200 from the viewpoint of software includes a repair request receiving unit 231 that receives a repair request from a gas supply service subscriber and a customer information obtaining unit 232 that obtains information on a contractor of a gas supply service or the like under its control. A customer information presenting unit 233 for presenting the acquired customer information to the worker terminal 210 (see FIG. 6), a work record managing unit 234 for managing a record (work record) of work contents such as repair or replacement, An external system linking unit 235 for linking information with an external system including a contract management system 10 (see FIG. 1) operated by a provider of a supply service, and a subscriber who has requested repair (hereinafter also referred to as a “client”). ) Functions as a deposit management unit 236 that manages calculation, billing, billing and payment of a deposit based on a guarantee service.

The repair request receiving unit 231 according to the present embodiment executes a receiving process through a repair receiving screen. For example, a reception process of information input through a reception screen displayed on the worker terminal 210 (see FIG. 6) is executed.
The customer information acquisition unit 232 acquires information of a gas supply service subscriber and information of a guarantee service subscriber in a jurisdiction area stored in the hard disk device 204 (see FIG. 6).
In the case of the present embodiment, the update information of the gas supply service subscriber information and the warranty service subscriber information is updated at predetermined timings (for example, at the end of each month) by the contract of the gas supply service provider. Provided from the management system 10 (see FIG. 2).

The information of the subscriber of the gas supply service and the information of the subscriber of the warranty service are managed in cooperation with each other.
The information on the gas supply service subscribers managed by the counter operator includes information on gas consuming equipment collected by field workers when they visit. The information on the gas consuming equipment is created, for example, as a repair history or a record at the time of consultation. Therefore, there is no guarantee that the information of the managed gas consuming device matches the gas consuming device owned by the subscriber.
The information on the gas consuming device is used, for example, by a window company to specify a device to be repaired and to smoothly carry out the repair. Therefore, it is irrelevant to the provision conditions of the guarantee service of the gas consuming equipment.

The customer information presenting unit 233 presents information of a repair requester on a work screen of the worker terminal 210. The information presented includes information on subscribing to a gas supply service and information on subscribing to a warranty service.
The work record management unit 234 manages a record of work related to repair and replacement of gas consuming equipment input from the worker terminal 210. The work record includes information about the requester of the repair, the type and model number of the gas consuming equipment to be repaired, the date and time of the repair, the type of repair, the repaired parts, the cost required for repair, and the gas consumption due to the failure. Information on the purchaser when the device is replaced is included.
The external system cooperation unit 235 is operated by a contract management system 10 operated by a company that provides a gas supply service, a system operated by a company that has a business relationship with a counter business, and a financial institution that is in a business relationship with a counter business. Cooperate with a system that does this.
The replacement money management unit 236 manages the replacement money generated when the subscriber who has repaired or replaced the gas consuming device was a subscriber of the warranty service for the gas consuming device. The information on the advance is linked with information on the work associated with the repair or replacement that caused the advance. In addition, the advance payment management unit 236 also manages a request for payment of money corresponding to an advance payment, payment, and the like.

<Service provision method>
<Application for warranty service>
FIG. 8 is a diagram illustrating a process that proceeds in connection with the application procedure. The symbol S in the figure represents a step.
A series of processes is started by a customer's application for warranty service subscription (step 1). The application for subscription is made through, for example, a website, a document, or a telephone call.
The subscription application for the guarantee service is accepted by the management server 100 (see FIG. 4) operated by the business operator providing the gas supply service (step 2). An operation screen dedicated to applying for a guarantee service for gas consuming equipment is used for the reception.

FIG. 9 is a diagram showing an example of a guarantee service application screen 300. The application screen 300 is an example of an operation screen.
An application screen 300 shown in FIG. 9 includes an input field 301 for the name of the customer who is the applicant, an input field 302 for the customer's address, a cancel button 303 used to cancel the input content, and a button for confirming the input content. A confirm button 304 to be used is provided.
Since the guarantee service in the present embodiment does not require registration of a device to be guaranteed, there is no item for inputting information on the target device on the application screen 300.

Returning to the description of FIG.
For example, when the applicant's name and address are entered in the input fields 301 and 302 (see FIG. 9) of the guarantee service application screen 300 (see FIG. 9) and the confirm button 304 is clicked, based on the entered information, Collation with the customer database 10A (see FIG. 1) is executed (step 3). In FIG. 9, the applicant is expressed as “customer”.
The result of the comparison is based on the operation screen of the terminal 35 (see FIG. 2) operated by the customer who is the applicant of the warranty service and the worker terminal connected to the gas supply service management server 100 (see FIG. 3). It is displayed on the operation screen 110 (see FIG. 3) (step 4).
FIG. 10 is a diagram showing a display example of a screen 300A displayed when the service under contract of the applicant for the warranty service is a household gas supply service.
In FIG. 10, parts corresponding to those in FIG. 9 are denoted by reference numerals.
On the application screen 300A shown in FIG. 10, a display column 305 of the service under contract and a check column 306 used for applying for the warranty service are added.

In the case of FIG. 10, two display columns 305 of the service under contract are provided. This is because there is a possibility that a plurality of services are subscribed. The applicant in FIG. 10 subscribes only to the household gas supply service.
Checking the check box 306 on the application screen 300A shown in FIG. 10 and clicking the confirm button 304 completes the application for the warranty service.
FIG. 11 is a diagram showing a display example of a screen 300B for notifying the completion of the application procedure for the warranty service.
In FIG. 11, reference numerals corresponding to those in FIG. 10 are assigned.
In the case of FIG. 11, a notification text 307 for notifying the contents of the completed procedure and a forward button 308 for proceeding with the screen are additionally displayed. Also, a warranty service is added to the display field 305 of the service under contract.
By the way, the notification message 307 in FIG. 11 displays a message that "subscription to the warranty service has been completed". However, this wording is an example.

FIG. 12 is a diagram showing a display example of a screen 300 </ b> C displayed when an application for joining the guarantee service is not accepted.
12, the parts corresponding to those in FIG. 10 are denoted by the same reference numerals.
In the case of FIG. 12, a notification text 309 notifying the reason why the user cannot subscribe to the warranty service and a forward button 310 for proceeding with the screen are additionally displayed.
Since the warranty service in the present embodiment is based on the premise that the subscriber is a “household gas supply service”, the contracted service confirmed by collation is “corporate / sole business owner gas supply service” If there is no contract or service under contract, the applicant will not be allowed to join the warranty service.
Note that the notice text 309 in FIG. 12 displays a message saying “Customer is not eligible for this service”. However, this wording is an example.

Returning to the description of FIG.
When the subscription to the guarantee service is confirmed, the management server 100 (see FIG. 3) operated by the gas supplier updates the contract information of the corresponding customer (step 5). In the present embodiment, the subscription to the guarantee service is recorded. Customer contract information is stored in the customer database 10A (see FIG. 1).
The updated contents of the customer database 10A are notified at a predetermined timing to the repair / management system 55 of the counter operator in the corresponding area (step 6).
In the case of the present embodiment, the updated customer information or difference information is notified to the repair / management system 55 of the local teller company once a month. Note that the notification may be performed immediately after the update, or may be performed in a pre-scheduled time slot (for example, every 25:00), a day of the week (for example, every day of the week) or the like.

<Application for repair>
FIG. 13 is a diagram illustrating a process that proceeds in connection with a repair application procedure from a customer. The symbol S in the figure represents a step.
A series of processing is started by an application for repair by a customer (step 11). An application for repair may be made, for example, through a website, written or telephone call.
The acceptance of the repair is processed by the counter operator in the corresponding area (step 12). The received information is input to the management server 200 (see FIG. 6) of the repair management system 55 (see FIG. 6) through the worker terminal 210 (see FIG. 6).
The management server 200 reads out the contract information of the applicant for repair (that is, the client) based on the input information, and displays it on the operation screen of the worker terminal 210 (step 13).
On the work screen at the time of receiving the application, the presence or absence of the guarantee service of the gas consuming equipment is displayed (step 14). In addition, a reservation date and time for the visit are set through the work screen (step 15).

FIG. 14 is a diagram showing an example of a work screen 400 when a repair application is accepted.
The work screen 400 shown in FIG. 14 includes an input field 401 for the name of the customer who is the applicant for repair, an input field (customer's address) 402 for the visit destination, an input field 403 for the content of the application, and a A display field 404, a display field 405 indicating whether or not the service is a target of the warranty service, and an input field 406 for the visit reservation date are arranged.
“Repair” is entered in the entry field 403 of the application content. The content of the application may be selected from options prepared in advance.
In the case of FIG. 14, Taro Tokyo subscribes to a household gas supply service and a guarantee service for gas consuming equipment.

Returning to the description of FIG.
The on-site worker who has visited the customer on the reservation date records the work content through the worker terminal 210 (step 16).
FIG. 15 is a diagram showing an example of a work screen 400A displayed after the work contents are input by the site worker. In FIG. 15, parts corresponding to those in FIG. 14 are denoted by reference numerals.
On the work screen 400A shown in FIG. 15, a display column 407 for a visit date, a display column 408 for a fee, a display column 409 for an amount to be discounted (discount amount), a display column 410 for an amount charged to a customer, and a remarks column 411 are arranged. Have been.
In the case of the work screen 400A, the fee required for repair is 20,000 yen, but the discount amount from the warranty service is 20,000 yen, so the amount charged to the customer is 0 yen. Note that the discount amount is determined within a range of 30,000 yen, which is the upper limit per repair.
If the fee required for repair is 50,000 yen, the upper limit of the discount amount from the warranty service is 30,000 yen, so the amount charged to the customer is 20,000 yen.
In this example, since the work has been completed by the repair at the time of the visit, the remarks column 411 indicates that the work has been completed.

Returning to the description of FIG.
Thereafter, the management server 200 transmits the work record to the company providing the gas supply service (Step 17). The work record is an example of repair report data.
The work record contains information on the subscriber (requester) who applied for the repair of gas consuming equipment, date and time of the visit, details of the work, whether or not there is a warranty service, and information on the amount paid for by applying the warranty service (advance money). Is included.
The management server 100 (see FIG. 3) on the side of the provider of the gas supply service verifies the replacement information based on the received work record (step 18). (Step 19). The replacement information is an example of data corresponding to the cost reduced at the time of replacement or replacement discount data.

FIG. 16 is a diagram illustrating a process that proceeds in a case where an application for replacement of a gas consuming device is made after a visit for repair. The symbol S in the figure represents a step.
In FIG. 16, the parts corresponding to those in FIG.
In the case of FIG. 16 as well, the process is started by an application for repair by the customer, and a work record is created after the visit (steps 11 to 16).
However, the example of FIG. 16 is a case where the gas consuming device cannot be repaired, or a case where the customer proposes replacement of the gas consuming device after confirming the failure by the on-site worker, and the reservation date and time of the visit are set again. (Step 20).
Even if the customer requests replacement of gas consuming equipment, if the on-site worker cannot confirm the failure of the equipment or if the customer has not subscribed to the warranty service, the cost of replacement is reduced. Cannot be received.

The on-site worker who has visited the customer on the reservation day records the work content through the worker terminal 210 (step 21). Here, the replacement of gas consuming equipment is recorded.
FIG. 17 is a diagram illustrating an example of a work screen 400B displayed after the work contents are input by the site worker. In FIG. 17, parts corresponding to those in FIG. 15 are denoted by reference numerals.
The contents of the items displayed on the work screen 400B shown in FIG. 17 are the same as those on the work screen 400A shown in FIG.

However, the content of the work has been changed to the content according to the replacement.
For example, the content of the application content input column 403 has been changed to “Replacement”. Further, for example, the content of the display column 407 of the visit date is changed to a date one month later. In addition, for example, the contents of the charge display column 408, the discount display column 409, and the customer's bill display column 410 have been changed to the numbers associated with replacement of gas consuming equipment.
In this example, the replacement fee is 200,000 yen, but the discount from the guarantee service is 50,000 yen, so the amount charged to the customer (that is, the purchaser) is 150,000 yen.
Of course, the discount amount increases or decreases depending on the amount of the gas consuming equipment to be purchased. For example, if the tax-included amount of purchased gas consuming equipment is 80,000 yen, the discount amount is 10,000 yen, and the amount charged to the customer is 70,000 yen.

It returns to FIG.
Subsequent processing is the same as in FIG. That is, the management server 200 transmits the work record to the company that provides the gas supply service (Step 17). In addition, the management server 100 (see FIG. 3) on the side of the provider of the gas supply service verifies the replacement information based on the received work record (step 18). The process proceeds to the replacement payment processing (step 19).

<Other embodiments>
Although the embodiments of the present invention have been described above, the technical scope of the present invention is not limited to the scope described in the above embodiments. It is apparent from the description of the appended claims that various modifications or improvements to the above-described embodiment are included in the technical scope of the present invention.
For example, in the above-described embodiment, the target of the warranty service is limited to gas consuming equipment, but may include electric equipment such as an electric air conditioner, electronic equipment, home electric equipment, and the like.

DESCRIPTION OF SYMBOLS 1 ... Service provision system, 10 ... Contract management system, 10A ... Customer database (customer DB), 20 ... Internet, 30, 40 ... Housing, 35 ... Terminal, 50 ... Store of the window company for each area, 55 ... Repair etc. Management system, 100 management server, 110 worker terminal, 120 local area network, 131 applicant information receiving unit, 132 customer information acquisition unit, 133 collation unit, 134 contract management unit, 135 external system Linking unit, 136: Charge management unit, 200: Management server, 210: Worker terminal, 231: Repair request reception unit, 232: Customer information acquisition unit, 233: Customer information presentation unit, 234: Work record management unit, 235 ... External system coordination part, 236 ... Repayment money management part

Claims (5)

A service providing method executed by a computer, in which the cost of repair of a gas consuming device owned by a subscriber by a predetermined business operator is reduced or exempted without restriction on the number of years within a predetermined amount, and a failure is provided. If an application for a warranty service is received from the business operator, which will reduce the replacement cost of gas consuming equipment, including the convenience of the subscriber, if it is within the amount determined according to the purchase price , By comparing the information of the applicant for the warranty service with the subscriber information of the home gas supply service,
If the subscriber is a contracted subscriber of the gas supply service for home use, the subscriber to the warranty service is added to the subscriber information for the subscriber, but the subscriber of the warranty service is A service providing method, wherein information on owned gas consuming equipment and its years is not registered as a condition for providing the warranty service. The computer is
If the subscription applicant is the contracted subscriber of the gas supply service, the completion of the subscription to the warranty service is displayed on an operation screen,
2. The service providing method according to claim 1, wherein when the subscription applicant is not the contracted subscriber of the gas supply service, a message that the subscription to the warranty service is not permitted is displayed on the operation screen. 3. The computer provides information on the contracted subscriber who has completed the subscription to the warranty service to the information processing system on the predetermined business operator side,
2. The service providing method according to claim 1, wherein the information processing system displays on the operation screen of the work terminal that a repair requester or a purchaser is a target of the warranty service. 3.   The computer, based on the repair report data or replacement discount data received from the information processing system, the predetermined company reduced the cost when repairing or replacing gas consuming equipment owned by the subscriber of the warranty service. 4. The service providing method according to claim 3, wherein payment for the service is managed. If the amount is within the predetermined amount, the cost of repairing the gas consuming equipment owned by the subscriber by the predetermined company without any restriction on the number of years is reduced, and within the amount determined due to the failure and according to the purchase price. A receiving unit for receiving a subscription application for a warranty service in which the replacement cost of the gas consuming equipment from the predetermined business is reduced from the predetermined business including the convenience of the subscriber,
A collation unit for collating the information of the applicant for the guarantee service with the subscriber information of the home gas supply service,
If the subscriber is a contracted subscriber of the gas supply service for home use, the subscriber to the warranty service is added to the subscriber information for the subscriber, but the subscriber of the warranty service is A contract management department that does not register information on its gas consuming equipment and its age as conditions for providing the warranty service;
Service providing system having