System and method for providing service for a product

• US 20040199413A1
• Filed: 04/03/2003
• Published: 10/07/2004
• Est. Priority Date: 04/03/2003
• Status: Abandoned Application

• Current Assignee: Dimension One Spas
• Original Assignee: Dimension One Spas
• Inventors: Hauser, Terrence A., Ford, Timothy L.
• Application Number:
  US10/408,086
• Publication Number:
  US 20040199413A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

Methods and systems for servicing a product are disclosed. These systems and methods are particularly suited for stationary product that are immovable or permanently deployed at a customer'"'"'s location, such as a spa. A system includes a terminal for receiving and processing service call information for the product, and a database for associating the service call information with a customer record to generate a service call request. The customer record includes product information and customer history. The system further includes a hand-held device configured to receive the service call request from the database. The hand held device is also configured to run interactive diagnostic routines. The system is configured to invoke one or more automatic service-related programs, such as warranty status determination, paperwork generation, parts replenishment, reporting and payment programs.

Claims

1. A method for providing service for a product, comprising:

associating service call information with a customer record, wherein the customer record includes product information, to generate a service call request;

grouping one or more service call requests into a service route; and

downloading the service route to a hand held device.

2. The method of claim 1, wherein associating service call information with the customer record further includes providing a map of a customer'"'"'s geographic location.

3. The method of claim 2, wherein grouping one or more service call requests into a service route is based on the customer'"'"'s geographic location.

4. The method of claim 2, wherein associating service call information with the customer record further includes providing driving directions to the customer'"'"'s geographic location.

5. The method of claim 1, wherein associating service call information with the customer record further includes providing a parts list for the product information.

6. The method of claim 5, further comprising generating a list of required parts based on the product information and the service call information.

7. The method of claim 6, further comprising determining whether the required parts are available.

8. The method of claim 7, further comprising, if all of the required parts are not available, automatically ordering unavailable parts.

9. The method of claim 1, further comprising uploading results of a server call request from the hand held device.

10. The method of claim 1, further comprising:

opening the service call request with a vendor by forming a communication channel with the vendor according to the service call request; and

closing the service call request with the vendor upon completion of the associated service call.

11. A method for providing service for a product, comprising:

downloading a service route from a database to a hand held device, the service route including a grouping of one or more service call requests, and wherein each service call request includes service call information associated with a customer record, and wherein each customer record includes product information; and

associating one or more diagnostic routines to each service call request.

12. The method of claim 11, wherein associating one or more diagnostic routines is based on the service call information.

13. The method of claim 11, wherein associating one or more diagnostic routines is based on the product information.

14. The method of claim 11, further comprising modifying at least one service call request.

15. The method of claim 14, wherein modifying at least one service call request further includes appending a digital photograph to the service call request.

16. The method of claim 14, wherein modifying at least one service call request further includes receiving text.

17. The method of claim 14, wherein modifying at least one service call request further includes changing a status of the service call information.

18. The method of claim 11, further comprising:

executing the one or more diagnostic routines; and

receiving an indication of a result of each diagnostic routine.

19. The method of claim 11, further comprising:

modifying at least one service call request to generate a service call report; and

uploading the service call report to the database.

20. The method of claim 19, further comprising appending a digital photograph to the service call report.

21. The method of claim 19, further comprising inputting to the service call report.

22. A system for providing service for a product, comprising:

a terminal for receiving and processing service call information;

a database for associating the service call information with a customer record, wherein customer record includes product information and customer history, to generate a service call request; and

a hand-held device configured to receive the service call request from the database.

23. A system for servicing one or more spas at one or more customer locations, comprising:

a database storing product information and customer information, wherein the product information includes a parts list for each of the one or more spas, and wherein the customer information includes a map and directions to each of the one or more customer locations;

a terminal, in communication with the database, having a web browser for providing an interactive display of the product information and customer information, and being configured to generate a service call request for servicing at least one of the one or more spas; and

a hand held device configured to receive the service call request from the database.

24. A method for servicing one or more spas at one or more customer locations, comprising:

maintaining a database of information about each of the one or more spas, the information including customer information and a parts list of each spa;

associating a problem description with one of spas to generate a service call request; and

generating a list of parts and at least one diagnostic routine required to fulfill the service call request.

25. The method of claim 24, further comprising:

accumulating one or more service call requests to form a service route; and

downloading the service route to a hand held device.

26. The method of claim 24, further comprising:

determining whether a parts inventory corresponds to the list of parts; and

automatically ordering any parts from the list of parts that are not available in the parts inventory.

27. The method of claim 25, further comprising:

executing the at least one diagnostic routine; and

generating a service call report based on results of the at least one diagnostic routine.

28. A method for providing service for a product, comprising:

associating service call information with a customer record, wherein the customer record includes product information, to generate a service call request;

downloading the call request to a hand held device;

reporting a status of the service call request to a vendor according to the service call request;

closing the service call request with the vendor upon completion of a service call associated with the service call request.

29. The method of claim 28, further comprising invoking a paperwork generation program on a central terminal, wherein the paperwork generation routing is configured to generate paperwork related to the service call request.

30. The method of claim 29, wherein the paperwork includes mailing labels for return packaging for a product part associated with the service call request.

31. The method of claim 28, further comprising invoking a parts replenishment program on a central terminal, wherein the parts replenishment program is configured to order parts related to the service call request.

32. The method of claim 31, wherein the parts replenishment program is configured to open a communication channel with the vendor.

33. The method of claim 28, further comprising:

determining a status of a warranty on the product; and

if allowed under the status of the warranty, providing automatic payment of services rendered under the service call request.