Customer support system
First Claim
1. A method for centrally monitoring a plurality of machines running at remote customer sites and providing customers with adequate support, the method comprising:
- collecting machine operating data for each process stage at the customer site;
analyzing, at a central location, the collected machine operating data for one of the machines;
proposing to a customer a solution based upon the analysis;
implementing the solution; and
continuously collecting data to check effectiveness of the installed machines to verify the solution works.
1 Assignment
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Accused Products
Abstract
A method is provided for centrally monitoring machines running at remote customer sites and providing customers with adequate support. The method includes collecting machine operating data, including data for each process stage, at the customer sites, and analyzing, at a central location, the collected machine operating data for each machine. Subsequently, a solution based upon the analysis is proposed to the customer for each of the machines, and the solution is then implemented. The method also includes continuously collecting data to check effectiveness of the installed machines and to verify the solution works.
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Citations
20 Claims
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1. A method for centrally monitoring a plurality of machines running at remote customer sites and providing customers with adequate support, the method comprising:
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collecting machine operating data for each process stage at the customer site;
analyzing, at a central location, the collected machine operating data for one of the machines;
proposing to a customer a solution based upon the analysis;
implementing the solution; and
continuously collecting data to check effectiveness of the installed machines to verify the solution works. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method for installing a new machine comprising:
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frequently recording machine operating conditions for the machine, including information for each process stage, which was installed at a remote location;
analyzing the recorded data at a central location;
suggesting new products and/or services to solve problems found through analysis;
ordering new products immediately; and
after the new products are delivered, continuously monitoring installation effectiveness.
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10. A method for maintaining a machine installed at a remote location, comprising:
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frequently recording machine operating conditions for each process stage, analyzing the collected data;
suggesting machine maintenance or parts to solve a problem found through analysis;
immediately ordering and delivering parts that solve the problem;
reporting the problem and solution to the customer; and
continuously monitoring the machine to verify that the problem was solved. - View Dependent Claims (11, 12)
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13. A system for providing customer support of newly upgraded machinery and/or newly installed machinery, comprising:
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a plurality of machines to be monitored, each located at a customer site;
an operating data monitoring and collection system that monitors the machines; and
a call center that receives data from the operating data monitoring and collection system, including data for each process stage, and records the data for analysis. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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Specification