JP2006293946A - Customer information management system and customer management center and electrical equipment used therefor - Google Patents

Abstract

【Task】
Grasping detailed information such as the serial number of sold electrical equipment and customer information, clarifying warranty details (warranty information), and providing customers with peace of mind and trust.
[Solution]
An information remote controller 13 having keys and screens capable of interactively inputting commands for starting / stopping operation of the electric devices 11, 12, 13, a customer management center 21 connected via a communication device 15, a customer Information database 22, display means for prompting input of customer information, input customer information and device information stored in electrical devices 11, 12, 13 are transmitted to customer management center 21 and recorded in customer information database 22. And a means for prompting the customer information to be entered on the screen. When the customer information is entered, the customer information database 22 records the customer information as the customer information registration date. Displayed on the screen as the warranty start date.
[Selection] Figure 1

Description

  The present invention provides, for example, the issuance of a warranty card and the collection and management of customer information for performing services such as maintenance and failure prevention after selling, for example, an air conditioner, a refrigeration apparatus, and a home appliance as an electrical device. It relates to a customer information management system that performs product tracking management, energy saving, and security alarms.

  In general, the warranty card for electrical equipment issued by the manufacturer is entered in the distribution channel of the product by the dealer or distributor, and the customer (delivery destination) is filled in. The warranty card is handed over to the customer, and a part of the copy is given to the distributor or manufacturer. The method of returning to is taken. However, the sales route of refrigeration air conditioners, particularly air conditioners, is complex. For example, after shipment from the factory, it is sent directly to the customer (newly built or existing site) in a package, or through a distributor, dealer, equipment supplier, final customer, multiple dealers, and equipment dealers. In some cases, the warranty card with only the serial number and model at the time of shipment is delivered to the customer with the customer name, dealer name, and date of completion of the test run not filled in. .

  Therefore, in order to reduce the burden on consumers, dealers and manufacturers, and to issue a smooth and reliable warranty card, a warranty card is attached to the product, and the manufacturer is based on the network address described on the warranty card. It is known to access a server (customer management center) and issue a warranty card.

  In addition, in many cases of product warranty certificates for conventional home appliances etc., the purchaser side is left as it is, and since reliable customer information cannot be obtained at the time of product sales, a warranty certificate issuing terminal is prepared, the customer management center, Is known to be connected to a home information terminal so as to be able to communicate information, and to store a warranty and store customer information in a paperless manner, for example, described in Patent Document 2.

JP 2002-32559 A JP 11-85842 A

  In any of the above prior arts, the customer etc. must input the contents written in the warranty card. However, it does not motivate the customer to send the warranty card itself to the manufacturer. It is not something that can be immediately confirmed by the customer. In addition, even if you collect a copy of the warranty card or input customer information, you may not be able to grasp the detailed status of the electrical equipment or specify the end customer if the details are not sufficient. there were.

  The object of the present invention is to solve the above-mentioned problems of the prior art, grasp the detailed information and customer information of the electrical equipment sold to the customer, clarify the warranty details (warranty information), and provide the customer with peace of mind and trust. , To improve customer satisfaction (CS).

  In order to achieve the above object, the present invention provides a customer information management system for collecting customer information and contacting warranty information to an electrical device sold to a customer. An information remote controller having a key and a screen that can be interactively input and commanded to start / stop operation, a customer management center connected via the communication line and the communication device, and the customer management center A customer information database installed in the screen, display means for prompting input of customer information provided on the screen, and input customer information and device information stored in the electric device via the communication device. Means for transmitting to the customer management center and recording in the customer information database, wherein the screen prompts the customer information to be input and the customer information is input. It is recorded in the customer information database at the time and is set as the customer information registration date, and the customer information registration date is displayed on the screen as the warranty start point date in the warranty information.

The present invention also provides customer information management for collecting customer information and contacting warranty information to the customer for an air conditioner that is controlled by an outdoor unit, an indoor unit, and a remote controller connected by communication lines. In the system, at least a command to start / stop the operation of the air conditioner is provided, and the remote controller having a key and a screen capable of interactive input and a communication device provided in the air conditioner are used to transmit information. Customer management center capable of transmission / reception, customer information database installed in the customer management center, display means for prompting input of customer information provided on the screen, the inputted customer information and the air Means for transmitting the device information stored in the harmony machine to the customer management center via the communication device and recording it in the customer information database. When the air conditioner is installed at a customer site and performs a test run, the screen prompts the customer information to be entered, and when the customer information is entered, it is recorded in the customer information database as a customer information registration date, The customer information registration date is displayed on the screen as a guarantee start date in the guarantee information.
Furthermore, in the above, it is desirable that the device information includes a model and a serial number of the electric device sold.

Furthermore, in the above, it is preferable that the device information includes a model and a serial number of the air conditioner.
Furthermore, in the above, it is preferable that the device information includes a model, a serial number of the air conditioner, and information indicating a connection state between the outdoor unit and the indoor unit.

  Furthermore, the present invention relates to an electrical device managed by a customer information management system that collects customer information and communicates warranty information to the customer. The electrical device is connected to the electrical device via a communication line to perform remote operation, and is interactive. An information remote controller having a key capable of input and a screen; a communication device connected to a customer management center having a customer information database via the communication line; and display means for prompting input of customer information provided on the screen; When the customer information is input on the screen, the input customer information and the device information stored in the electrical device are transmitted via the communication device. The customer information is transmitted to the customer management center and recorded in the customer information database. The date on which the customer information is input is defined as a customer information registration date, and the customer information registration date is defined as the guarantee information. It is intended to be displayed on the screen as the warranty start date starting point in.

  Furthermore, the present invention is a customer management center that collects customer information for an electrical device sold to a customer and informs the customer of warranty information. The electrical device is connected by a communication line and is remotely controlled. An information remote controller having a key and a screen capable of interactive input, a communication device connected to the customer management center via the communication line, and a display for prompting customer information input provided on the screen Means for displaying customer information on the screen and when the customer information is input, the input customer information and the device information stored in the electrical device are transmitted via the communication device. Received and recorded in the customer information database, the date when the customer information was entered as the customer information registration date, and the customer information registration date as the warranty start date in the warranty information displayed on the screen A.

  According to the present invention, since customer information is input from a remote controller or the like of the air conditioner (electric equipment) during a test run, detailed information (equipment information) of the air conditioner, for example, a manufacturing number, etc. is transmitted to the customer management center. It is possible to ensure the collection of information necessary for issuing a guarantee from a customer and to have the customer confirm the details of the guarantee. Therefore, the warranty details can be formalized, and maintenance and service of sold electrical equipment, introduction of new products, energy saving proposals, etc. can be performed accurately, providing reliable and reliable services. can do.

The manufacturer collects copies of the warranty issued by the manufacturer in order to perform maintenance and failure prevention services after the air conditioner is sold to customers. In other words, ask dealers, dealers, small and medium-sized equipment suppliers, etc. related to the sales route of the product to fill in the customer name, dealer name, test run completion date, etc. when selling to the final customer, and hand over the warranty card to the customer. Manufacturers, distributors and dealers collected the records and created a customer list and managed it as customer information.
However, there are a number of dealers and small and medium-sized equipment companies on the sales route for the electrical equipment that is the product, and the product shipped from the manufacturer passes through the sales route and is the final device user. The current situation is that manufacturers have not been able to track and manage whether they have reached customers. In particular, in the case of an air conditioner, the name of a new or existing site is a temporary name, the delivery destination is an awareness of an equipment supplier, or tenants move in after all construction is completed and handed over to the owner Therefore, it is difficult to specify the final customer (owner and tenant).
In addition, the warranty card that is bundled with the product instruction manual at the time of shipment contains only the serial number and format, and the customer name, dealer name, date of completion of the test run, etc. are not described. Handed over. For this reason, for example, if the date of trial operation is completed, the repair is free and paid, but it is not described in the warranty card. Therefore, manufacturers and affiliated dealers will hear the shipping information (time) and customer requests for repairs. We confirm and judge in.

  On the other hand, if the manufacturer wants to immediately notify the end customer of information about the product, the manufacturer can use the company's homepage etc. to provide information to the end customer via the Internet under the `` Important Notice to Customers '' With the cooperation of the distribution center and distributors, based on the shipping information, we contact the dealers and small and medium-sized equipment suppliers that are sales partners, and spend a lot of people, money and time to track and check the products. The customer is specified. In this way, the Personal Information Protection Law was enacted in April 2005 in the midst of difficulties in managing customer information. Correctly collecting and managing individual customer information is a corporate social responsibility. It has become to.

  In order to meet the above demands, for example, an interactive remote control (information remote control) is used for the air conditioner, and the warranty start date and the warranty period are specified by the customer entering the personal information during the test run. , The system corresponding to the blank.

Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings.
FIG. 1 shows a main configuration of a customer information management system. An air conditioner outdoor unit 11, an indoor unit 12, and an information remote controller 13 are installed at a customer 10 and are connected by a communication line 14. The communication line 14 further includes customer information installed in the customer management center of the manufacturer 20 via the Internet 30 by a wireless means such as specific low power radio, PHS, Bluetooth, etc., or a telephone line, an optical cable, etc. 31 from the communication device 15. Connected to a DB (database) 22. The information remote control 13 is a normal function as an air conditioner, start / stop of operation, input of numbers 0-9, hiragana and alphabet at the bottom so that interactive input is possible with kanji display etc. in addition to temperature setting With a resolution of 320 x 240, 640 x 480 or 800 x 600 dots on top of it, 5 inches, an aspect ratio of 3 to 4 or 7 inches, and an aspect ratio of 16 to 9 A color liquid crystal display (screen) is provided.

  In addition, the information remote controller 13 may be one that can perform various remote operations from the outside using a mobile phone. In this case, since electric devices can be operated more timely, wasteful operation is suppressed. be able to. Furthermore, by using the mobile phone as the information remote controller 13, by making use of the video playback function of the mobile phone and performing test run and customer information registration, more interactive two-way communication is possible. Appropriate information such as new product information and software used for electrical equipment can be downloaded from the customer management center via the Internet, etc., and upgraded, or maintenance information can be provided.

  The commissioner or device user uses the keys and display of the information remote control 13 to enter customer information (customer information) from the name, zip code, and zip code, search the address, enter the phone number, etc. The data is transmitted to a customer information DB (database) 22 installed in 20 customer management centers 21.

  At this time, the data exchanged via the Internet is encrypted, and the customer management center 21 serving as a Web server and the information remote controller 13 using the Web browser are incorporated with SSL (Secure Sockets Layer) -compatible functions. If the connection is correctly established, “https: // ~” is displayed in the URL address field of the Web browser. Further, if a locked key mark is displayed at the bottom of the Web browser screen, this indicates that data communication is protected by encryption, and double-clicking the key mark enables digital certification of the customer management center 21. Certificate (identity certificate) content. Information on the customer management center 21 and the information remote controller 13, particularly customer information, is encrypted with a public key method or a secret key method so that it cannot be used by a third party. Used to authenticate whether it is a product for sale.

FIG. 2 shows a specific operation for trial operation, customer information registration, and a communication method.
In general, an air conditioner (outdoor unit, indoor unit) is installed with electric equipment after or during construction work, and a test run is performed before delivery to a customer. In this case, after the power is turned on, the test operation mode 13-1 is displayed on the screen of the information remote controller 13. Therefore, when the test runner selects the test runner registration 13-1 on the screen, the screen proceeds to the input 13-2 of the test runner trade name.
When registering the name of the trial run trader, if the trader name, address, and telephone number are input 13-3, this information is registered 22-2 as the customer information DB of the customer management center 21. If the trial operator name is not entered, the repair call center 13-4 of the manufacturer recorded in the storage device of the air conditioner board is registered in the customer information DB 22 as a maintenance / service agent. The trial runner information 22-2 registered as the trial run trader is collated and registered with the shipment information 22-1 at the time of factory shipment.
By this series of operations, the trial runner information is registered in the customer information DB 22, and the trial runner registration completion 13-5 is displayed on the screen of the information remote controller 13. That is, an address, a name, a telephone number, a store, etc. are interactively performed by key input of the information remote controller 13.

FIG. 3 shows a specific example when the test run is performed. After the test runner registration completion 13-5 is displayed on the information remote controller 13 screen, the test runner selects the test run mode 13-6 on the screen and starts the test run. .
Next, the connection state confirmation 13-7 is performed from the number, model, and serial number, and if it is an incorrect connection, a screen prompting to confirm the connection state is displayed. After the completion of the operation, confirmation 13-8 that the device registration and the trial operation have been performed is performed. In other words, data such as the number, model, serial number, and the fact that the trial operation has been performed are stored in the customer information DB installed in the customer management center of the manufacturer 20 through the Internet 30 from the signal line of the air conditioner. It is automatically transmitted and recorded, and then displayed on the screen of the information remote controller 13 as a test run completion 13-9.
FIG. 4 shows the input of customer information registration 13-10 when the owner or tenant moves in after the building and equipment are delivered to the customer after the trial run is completed, and the user of the air conditioner uses the electric device for the first time. An explanation is shown.
After the power is turned on (13-9), a customer information registration mode 13-10 is displayed on the screen of the information remote controller 13. The customer selects whether or not to register in the customer information registration 13-11, and proceeds to customer information registration 13-12 (customer name input). When inputting customer information, the customer interactively inputs an address, name, and telephone number on the screen 13-12 using keys. If you are a tenant resident, enter the owner name. When the customer information is not input, the date of the trial run is set as unregistered and the warranty start date is displayed, and displayed on the screen of the information remote controller 13-13-13.

  The input customer information 22-6 is collated with the customer information 22-5 at the time of shipment registered in the customer information DB 22, and is registered after confirming the coincidence. This customer information registration date is registered in the customer management center, and the registration is transmitted to the information remote controller 13 side via the Internet 30, and the customer information registration completion date is registered on the information remote controller 13 screen as the warranty start point date. A message 13-14 is displayed. In addition, the customer information is updated so that a warranty card 13-15 describing the customer name, address, telephone number, dealer name, and warranty start date is officially issued, and mailed to the customer from the customer management center. Therefore, the warranty start date is calculated from the customer information registration date, the warranty period can be extended in accordance with the customer's actual usage after the test run completion date to the customer delivery date and the customer information registration date. It becomes.

  As described above, the owner and tenant who is the final user of the air conditioner have a screen for entering the customer's name, address, telephone number, etc., and at least one in one system of the air conditioner It communicates with the manufacturer's customer management center via the Internet. After confirming the collected customer information, the customer management center officially notifies the customer of the start date of the warranty, displays the warranty period on the customer's screen, and displays the customer name, address, and telephone number. Issue. As a communication means, for example, it is performed through a transmission medium such as a telephone line, an Internet line, or mail.

  In the information remote controller 13 connected to the air conditioner, the input screen is connected to the control device of the air conditioner, the customer information and the serial number described in the storage device of the board of the electrical equipment, the connection status of the indoor unit and the outdoor unit, Read the number information and send the information to the customer management center. At the customer management center, the final customer information is confirmed from the product serial number data included in the manufacturer factory completion information and shipping information, and after confirmation the warranty start date is sent to the information remote controller of the customer's air conditioner and displayed. Let Further, the refrigerating air conditioner connected with the information remote controller 13 is provided with communication destination storage means for storing a communication destination connected from its transmission side communication means via a telephone line or the Internet, and when the operation of the air conditioner is started. It becomes possible to accurately communicate customer information. Accordingly, it is possible to accurately register customer information, a refrigeration / air-conditioner dealer, a maintenance / service destination, and issue a formal warranty card. On the other hand, the final customer who is the user of the air conditioner can receive customer service correctly based on the officially written guarantee by entering the customer's personal information. By moving the warranty start date, it becomes possible to obtain the merit of extending the warranty period and clearly check the warranty period.

  Furthermore, since customer information can be managed and is not distributed, it is guaranteed that the manufacturer will ask the manufacturer to disclose his / her own personal information without causing a leakage accident. "We can respond promptly and smoothly to requests for disclosure while strictly adhering to the law.

1 is a block diagram showing an entire system according to an embodiment of the present invention. The flowchart which shows the customer information registration by one embodiment of this invention. The flowchart which shows the test run by one embodiment of this invention. The flowchart which shows issue of the guarantee by one embodiment of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 ... Customer, 11 ... Outdoor unit, 12 ... Indoor unit, 13 ... Information remote control, 14 ... Communication line, 15 ... Communication apparatus, 20 ... Manufacturer, 21 ... Customer management center, 22 ... Customer information database, 30 ... Internet.

Claims (7)

In the customer information management system for collecting customer information and contacting warranty information to the customer for the electrical equipment sold to the customer,
An information remote controller having a key and a screen that are connected to the electrical device via a communication line and instructing start / stop of operation and capable of interactive input;
A customer management center connected via the communication line and the communication device;
A customer information database installed in the customer management center;
Display means for prompting input of customer information provided on the screen;
Means for transmitting the input customer information and the device information stored in the electrical device to the customer management center via the communication device and recording the customer information database;
The customer information database is recorded on the customer information database when the customer information is entered, and the customer information registration date is used as a guarantee in the warranty information. A customer information management system characterized in that it is displayed on the screen as a start start date. In the customer information management system that collects customer information for an air conditioner that is controlled by an outdoor unit, an indoor unit, and a remote controller connected to each other by communication lines, and for contacting warranty information to the customer,
Instructing at least start / stop operation of the air conditioner, the remote control having keys and a screen capable of interactive input;
A customer management center capable of transmitting and receiving information via a communication device provided in the air conditioner;
A customer information database installed in the customer management center;
Display means for prompting input of customer information provided on the screen;
Means for transmitting the input customer information and the device information stored in the air conditioner to the customer management center via the communication device and recording the information in the customer information database;
When the air conditioner is installed at a customer site and performs a test run, the screen prompts the customer information to be entered. When the customer information is entered, the customer information database records the customer information registration date. The customer information management system is characterized in that the customer information registration date is displayed on the screen as a guarantee start date in the guarantee information.   2. The customer information management system according to claim 1, wherein the device information includes a model and a serial number of the electric device sold.   3. The customer information management system according to claim 2, wherein the device information includes a model and a serial number of the air conditioner.   3. The customer information management system according to claim 2, wherein the equipment information includes a model, a serial number, and information indicating a connection state between the outdoor unit and the indoor unit. Electrical equipment managed by a customer information management system that collects customer information and communicates warranty information to the customer,
An information remote controller having a key and a screen capable of interactive input, connected to the electrical device via a communication line, and remotely operated;
A communication device connected via a communication line to a customer management center having a customer information database;
Display means for prompting input of customer information provided on the screen;
And when the customer information is input, the input customer information and the device information stored in the electrical device are transmitted via the communication device when the customer information is input. It is transmitted to the customer management center and recorded in the customer information database, and the date when the customer information is input is set as the customer information registration date, and the customer information registration date is displayed on the screen as the warranty start point date in the warranty information. Electrical equipment characterized by that. A customer management center that collects customer information for the electrical equipment sold to the customer and contacts the warranty information to the customer,
The electrical device is connected via a communication line to perform remote operation, an information remote controller having keys and a screen capable of interactive input, a communication device connected to the customer management center via the communication line, Display means for prompting input of customer information provided on the screen,
When the display prompting the customer information to be input is displayed on the screen and the customer information is input, the input customer information and the device information stored in the electrical device are received via the communication device to receive the customer information. A customer management center that records in a database, displays the date when the customer information is input as a customer information registration date, and displays the customer information registration date on the screen as a warranty start date in the warranty information.

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