TWI611361B - After-sales customer service management system - Google Patents
After-sales customer service management system Download PDFInfo
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- TWI611361B TWI611361B TW103146139A TW103146139A TWI611361B TW I611361 B TWI611361 B TW I611361B TW 103146139 A TW103146139 A TW 103146139A TW 103146139 A TW103146139 A TW 103146139A TW I611361 B TWI611361 B TW I611361B
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Description
本創作是一種創新的發明，主要關於一種售後服務系統，特別是指售後顧客服務管理系統。This creation is an innovative invention, mainly related to an after-sales service system, especially the after-sales customer service management system.
汽車係現今相當普遍的代步交通工具，且汽車需要定期保養，以確保行車安全與延長車輛使用壽命，因此現有許多汽車保養廠提供保養相關服務。車主要選擇配合的汽車保養廠時，汽車保養廠的服務品質與保修技術往往是車主的首要考量，然而，現有汽車保養廠所能提供的服務相當有限，例如使用者若已經在原保養廠合作保養一段時間，當該使用者更換到另一間新保養廠時，新保養廠沒有該車輛的歷史保修資料與基本資料，僅能根據車輛現況與車主所提供的有限資訊進行保養與維修，因此無法提供最適當的維修保養服務。The automotive department is now a very common means of transportation, and the car needs regular maintenance to ensure safe driving and extend the service life of the vehicle. Therefore, many existing car maintenance plants provide maintenance related services. When the car is mainly selected to cooperate with the car maintenance factory, the service quality and warranty technology of the car maintenance factory are often the primary consideration of the owner. However, the services provided by the existing car maintenance factory are quite limited, for example, if the user has already cooperated in the original maintenance factory For a period of time, when the user changes to another new maintenance factory, the new maintenance factory does not have the historical warranty information and basic information of the vehicle. It can only be maintained and repaired according to the current situation of the vehicle and the limited information provided by the owner. Provide the most appropriate maintenance service.
因此本創作一種創新的發明，主要目的是提供一種售後顧客服務管理系統，提供車主完整與適當的售後服務。Therefore, this creation is an innovative invention whose main purpose is to provide an after-sales customer service management system that provides complete and appropriate after-sales service for the owner.
本創作售後顧客服務管理系統包含： 一雲端伺服器，儲存有複數加盟店基本資料以及複數車輛的車輛基本資訊； 複數加盟店主機，係連線至該雲端伺服器，從該雲端伺服器接收該些車輛的車輛基本資訊，以根據該些車輛基本資訊中的至少一筆資訊自動提供售後服務給車主，該加盟店主機將車輛保修內容與車輛現況上傳到該雲端伺服器，以更新儲存在該雲端伺服器內的車輛基本資訊。The post-sales customer service management system comprises: a cloud server, which stores basic information of a plurality of franchise stores and vehicle basic information of a plurality of vehicles; a plurality of franchise stores are connected to the cloud server, and receive from the cloud server The basic information of the vehicles of the vehicles is to automatically provide after-sales service to the owner according to at least one of the basic information of the vehicles, and the franchise host uploads the vehicle warranty content and the current status of the vehicle to the cloud server to update and store the Basic information about the vehicle in the cloud server.
當車輛完成保修作業後，工作人員可操作加盟店主機，以透過加盟店主機於該雲端伺服器輸入本次保修作業所作的保養內容、記錄里程數、車況等資料，藉此更新該車輛的車輛基本資訊。由於本創作使雲端伺服器與複數加盟店主機建立連線，不論車主是進入哪間加盟店，該些加盟店主機都可從該雲端伺服器接收車輛基本資訊，以確保每間加盟店主機所接收的車輛基本資訊都是更新後最新的資訊，故任何加盟店都能根據最新的車輛現況與歷史資料，進而能提供最適當維修保養服務，而為一種創新的發明。After the vehicle completes the warranty operation, the staff member can operate the franchise store host to update the vehicle of the vehicle by entering the maintenance content, the mileage record, the vehicle condition and the like of the warranty operation on the cloud server through the franchise host. Basic information. Since this creation enables the cloud server to establish a connection with a plurality of franchise stores, regardless of which franchise store the owner enters, the franchise hosts can receive basic vehicle information from the cloud server to ensure that each franchise host The basic information of the received vehicles is the latest information after the update. Therefore, any franchise store can provide the most appropriate maintenance service based on the latest vehicle status and historical data, and is an innovative invention.
本創作售後顧客服務管理系統為一種創新的發明，主要包含有一雲端伺服器與複數加盟店主機，該雲端伺服器可設於一總公司，例如原廠或汽車保養廠之總公司，以負責中央控管，該複數加盟店主機則分別設於複數加盟店中，各加盟店負責車輛的保養維修等作業。請參考圖1所示，本較佳實施例僅以一間加盟店20為例說明，車主30進入任何一家加盟店20，以接受加盟店20所提供的服務。其中，該些加盟店主機彼此未連線，如此一來，車輛與車主資料不會在該些加盟店主機之間傳遞，而是必需通過該雲端伺服器，確保總公司中央控管的效率。This creative after-sales customer service management system is an innovative invention, which mainly includes a cloud server and a plurality of franchise stores. The cloud server can be located at a head office, such as the head office of an original factory or a car maintenance factory, to be responsible for Central control, the multiple franchise stores are set in a number of franchise stores, each franchise store is responsible for vehicle maintenance and other operations. Referring to FIG. 1 , the preferred embodiment is described by taking only one franchise store 20 as an example. The owner 30 enters any franchise store 20 to accept the services provided by the franchise store 20 . Among them, the franchise stores are not connected to each other. As a result, the vehicle and owner information will not be transmitted between the franchise hosts, but the cloud server must be used to ensure the efficiency of the central control of the head office.
該雲端伺服器10包含有一加盟店資料庫11與一車輛資料庫12，該加盟店資料庫11儲存有複數加盟店基本資料，該車輛資料庫12儲存有複數車輛的車輛基本資訊，每台車輛的車輛基本資訊可包含有保修歷史資訊、車身資訊、底盤資訊、動力資訊、娛樂資訊與故障碼診斷資訊…等。The cloud server 10 includes an affiliate store database 11 and a vehicle database 12. The affiliate store database 11 stores a plurality of affiliate store basic materials, and the vehicle database 12 stores basic information of vehicles of a plurality of vehicles, each vehicle. The basic information of the vehicle can include warranty history information, body information, chassis information, power information, entertainment information and fault code diagnosis information.
請配合參考圖2，為本創作該雲端伺服器10與複數加盟店主機20之間的互動流程，當雲端伺服器10與複數加盟店主機20建立連線時，包含以下的步驟： 加盟店主機21進入該雲端伺服器10的一登入頁面，該登入頁面要求加盟店主機10輸入一驗證資料； 加盟店之工作人員可操作該加盟店主機21以輸入一驗證資料給該雲端伺服器10； 當該雲端伺服器10驗證該加盟店主機21所傳來的驗證資料與該加盟店資料庫11所儲存的加盟店基本資料相符時，該雲端伺服器10與加盟店主機21之間完成建立連線。Please refer to FIG. 2 for the interaction process between the cloud server 10 and the plurality of franchise stores 20. When the cloud server 10 establishes a connection with the plurality of franchise hosts 20, the following steps are included: 21 entering a login page of the cloud server 10, the login page requires the franchise host 10 to input a verification data; the franchisee staff can operate the franchise host 21 to input a verification data to the cloud server 10; When the cloud server 10 verifies that the verification data sent by the franchise store host 21 matches the franchise store basic data stored in the franchise store database 11, the cloud server 10 and the franchise store host 21 complete the connection. .
當該雲端伺服器10與加盟店主機21之間建立連線後，加盟店20的工作人員可根據車主的個人資料輸入於該加盟店主機21中，該加盟店主機21即根據車主的個人資料從該雲端伺服器10的車輛資料庫12找出並下載相符的車輛基本資訊，如此一來，該加盟店主機21可根據該車輛基本資訊中的至少一筆資訊以自動提供售後服務給車主。After the connection between the cloud server 10 and the franchise store host 21, the franchisee 20 staff member can input the franchise store host 21 according to the owner's personal information, and the franchise store host 21 is based on the owner's personal profile. The matching vehicle basic information is found and downloaded from the vehicle database 12 of the cloud server 10, so that the franchise store host 21 can automatically provide after-sales service to the owner according to at least one piece of information in the basic information of the vehicle.
舉例而言，該加盟店主機21可根據保修歷史資訊，判斷該車輛預定進廠保養日期、或其他期限日期是否到期，以在前述之日期快到期時主動通知車主，藉此達到關心、貼心售後服務。For example, the franchise store host 21 can determine, according to the warranty history information, whether the scheduled purchase date of the vehicle, or other expiration date, expires, to actively notify the owner when the aforementioned date expires, thereby achieving concern, Intimate after-sales service.
此外，當車輛實際進入該加盟店20進行保養、維修時，加盟店主機21可從雲端伺服器10擷取相關資訊，例如保修歷史資訊、車身資訊、底盤資訊、動力資訊、娛樂資訊、故障碼診斷資訊…等，並顯示給技術人員參考，讓技師清楚瞭解該車輛現況的參考依據，以提供最適當的保養維修服務令車主滿意。前述服務進行後，工作人員可操作該加盟店主機21以輸入該車輛本次保修內容與車輛現況，例如更換零件、更換機油、更換輪胎、更新里程數等，並由該加盟店主機21上傳到該雲端伺服器10，以在該雲端伺服器10更新車輛資料庫12中對應於該車輛的車輛基本資訊，確保該雲端伺服器10所儲存的車輛基本資訊是最新的狀態。In addition, when the vehicle actually enters the franchise store 20 for maintenance and repair, the franchise store host 21 can retrieve relevant information from the cloud server 10, such as warranty history information, body information, chassis information, power information, entertainment information, and trouble codes. Diagnostic information, etc., and displayed to the technical staff for reference, so that the technician can clearly understand the reference basis of the current situation of the vehicle to provide the most appropriate maintenance and repair service to the satisfaction of the owner. After the foregoing service is performed, the staff member can operate the franchise store host 21 to input the current warranty content of the vehicle and the current status of the vehicle, such as replacing parts, changing oil, replacing tires, updating mileage, etc., and uploading by the franchise store host 21 to The cloud server 10 updates the vehicle basic information corresponding to the vehicle in the vehicle database 12 at the cloud server 10 to ensure that the vehicle basic information stored in the cloud server 10 is in the latest state.
當車輛在行駛途中因故拋錨或故障，車主可通知任一加盟店20，縱使聯絡的該加盟店不是該車主經常去的加盟店，也可從雲端伺服器10接收車輛的車輛基本資訊，以根據雲端伺服器10所儲存的該車輛基本資訊進行最適宜的維修服務。When the vehicle breaks down or fails for any reason during the driving, the owner can notify any franchise store 20, and even if the franchise that is contacted is not the franchise store frequently visited by the owner, the vehicle basic information of the vehicle can be received from the cloud server 10, The most suitable maintenance service is performed based on the basic information of the vehicle stored in the cloud server 10.
各加盟店主機21可與至少一物流業者的物流主機連線，使加盟店主機21與物流主機之間進行購物資料傳輸，具備物流(logistics)與金流(payment flow)功能。Each franchise store host 21 can be connected to at least one logistics operator's logistics host to enable the franchise store host 21 to communicate with the logistics host for shopping data, and has a logistics and payment flow function.
各加盟店主機21可包含一超商管理單元，該超商管理單元儲存有各式商品資訊並具有結帳功能，當車主駕車前往該加盟店進行車輛保養時，車主可利用等待的時間前去該加盟店消費，為車主帶來便利。Each franchise store host 21 may include a super-business management unit that stores various types of product information and has a checkout function. When the owner drives to the franchise store for vehicle maintenance, the owner can use the waiting time to go. The franchise store consumption brings convenience to the owner.
綜上所述，本創作為一種創新的發明，結合食物鏈、衣服供應鏈、住宅供物鏈、交通供物鏈、娛樂供物鏈等等，讓車輛保養、一般消費等行為可在加盟店一次完成，供車主能有效利用車輛保養等待時間，提供更佳的售後服務。In summary, this creation is an innovative invention, combining food chain, clothing supply chain, residential supply chain, transportation supply chain, entertainment supply chain, etc., so that vehicle maintenance, general consumption and other activities can be completed at the franchise store once, for The owner can effectively use the vehicle maintenance waiting time and provide better after-sales service.
10‧‧‧雲端伺服器
11‧‧‧加盟店資料庫
12‧‧‧車輛資料庫
20‧‧‧加盟店
21‧‧‧加盟店主機
30‧‧‧車主10‧‧‧Cloud Server
11‧‧‧Join Store Database
12‧‧‧Vehicle database
20‧‧‧ franchise store
21‧‧‧ franchise store host
30‧‧‧Car owners
圖1：本創作售後顧客服務管理系統的方塊示意圖。 圖2：本創作售後顧客服務管理系統的流程示意圖。Figure 1: Block diagram of the post-sales customer service management system. Figure 2: Schematic diagram of the process of the post-sales customer service management system.
10‧‧‧雲端伺服器 10‧‧‧Cloud Server
21‧‧‧加盟店主機 21‧‧‧ franchise store host
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Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| TW103146139A TWI611361B (en) | 2014-12-29 | 2014-12-29 | After-sales customer service management system |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| TW103146139A TWI611361B (en) | 2014-12-29 | 2014-12-29 | After-sales customer service management system |
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| Publication Number | Publication Date |
|---|---|
| TW201624379A TW201624379A (en) | 2016-07-01 |
| TWI611361B true TWI611361B (en) | 2018-01-11 |
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| TW103146139A TWI611361B (en) | 2014-12-29 | 2014-12-29 | After-sales customer service management system |
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| TW (1) | TWI611361B (en) |
Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| TW201346819A (en) * | 2012-05-09 | 2013-11-16 | Cheng-Cun Zhu | Establishment of commodity information online integration platform and usage method thereof |
| CN103971164A (en) * | 2014-06-03 | 2014-08-06 | 上海安车信信息技术有限公司 | Vehicle aftermarket service method for integrating cloud server, offline terminal and vehicle-mounted equipment |
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2014
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Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| TW201346819A (en) * | 2012-05-09 | 2013-11-16 | Cheng-Cun Zhu | Establishment of commodity information online integration platform and usage method thereof |
| CN103971164A (en) * | 2014-06-03 | 2014-08-06 | 上海安车信信息技术有限公司 | Vehicle aftermarket service method for integrating cloud server, offline terminal and vehicle-mounted equipment |
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| Publication number | Publication date |
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| TW201624379A (en) | 2016-07-01 |
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