Method and system for effective and efficient service support

• US 20140179222A1
• Filed: 12/21/2012
• Published: 06/26/2014
• Est. Priority Date: 12/21/2012
• Status: Abandoned Application

• Current Assignee: HCL Technologies Limited
• Original Assignee: HCL Technologies Limited
• Inventors: Chaudhary, Vishal, Longkumer, Takameren, Sivasubramanian, Vidya Kanigiluppai
• Application Number:
  US13/723,230
• Publication Number:
  US 20140179222A1
• Time in Patent Office: Days
• US Class Current: 455/41.1
• CPC Class Codes: H04B 5/72 for local intradevice communication

Abstract

A method and a system for effective and efficient service support provided by the OEM are disclosed. The method provides a Ubiquitous Support Platform (USP) that enables the user or the on-field service personnel to interact with the remote support service centre and/or the R&D teams of the OEM using a mobile device. A secure device or secure software or a programmed NFC tag is integrated in the equipment. The mobile device with audio-video support, communication capability, a mobile software application providing device specific and value added services is disclosed. Thus, the method provides enhanced customer satisfaction and enhanced overall service experience.

Claims

1. A method for providing an optimal service support for an equipment by an enterprise, wherein said method comprises:

identifying a mobile device in the vicinity of said equipment;

authenticating said mobile device based on at least one information associated with said equipment;

establishing connection with said mobile device after said authentication;

capturing issues associated with said equipment using said mobile device;

sending said issues to said enterprise in a communication network by said mobile device; and

resolving said issues by said enterprise after analyzing said issues.

2. The method as in claim 1, wherein said equipment comprises at least one of:

secure device, secure software, and Near Field Communication (NFC) tag.

3. The method as in claim 2, wherein said at least one of:

secure device, secure software, NFC tag communicates with said mobile device using at least one of;

infrared, Bluetooth, Wi-Fi, radio frequency, NFC, LAN, CAN, serial.

4. The method as in claim 1, wherein said information comprises equipment serial number, unique identification code.

5. A system for providing an optimal service support for an equipment by an enterprise, wherein said system comprises a Ubiquitous Support Platform (USP), an equipment, a enterprise database, communication network, wherein said system is configured to:

identify a mobile device in the vicinity of said equipment;

authenticate said mobile device based on at least one information associated with said equipment;

establish connection with said mobile device after said authentication;

capture issues associated with said equipment using said mobile device;

send said issues to said enterprise in a communication network by said mobile device; and

resolve said issues by said enterprise after analyzing said issues.

6. The system as in claim 5, wherein said USP comprises a mobile device, further said mobile device comprises:

an USP application, features and service module, device connectivity module, device management libraries.

7. The system as in claim 5, wherein said database comprises at least one of:

equipment history, immediate and previous maintenance logs of said equipment, latest schematics and equipment diagrams.

8. The system as in claim 5, wherein said equipment, said USP, said database communicates with one another using said communication network, wherein said communication network comprises at least one of:

infrared, Bluetooth, Wi-Fi, internet, radio frequency, NFC, LAN, CAN, serial.

9. The system as in claim 5, wherein said equipment comprises at least one of:

a secure device, secure software, a NFC tag.

10. The system as in claim 5, wherein said system enables secured transfer of said issues by at least one of:

live video, audio, text chat to said enterprise.

11. The system as in claim 5, wherein said system is configured to authenticate a user of said mobile device to provide access to said database based on the subscription service level of said user.

12. A mobile device for communicating with an equipment and an enterprise, wherein said mobile device comprises:

an integrated circuit further comprising at least one processor;

at least one memory having a computer program code within said circuit;

said at least one memory and said computer program code configured to with said at least one processor cause said mobile device to;

capture issues associated with said equipment; and

send said issues to said enterprise in a communication network.

13. The mobile device as in claim 12, wherein said mobile device is configured to capture at least one of:

video, audio information of said equipment and send said information to said enterprise.

14. The mobile device as in claim 13, wherein said communication network comprises at least one of:

GPRS, second generation (2G), third generation (3G), fourth generation (4G), Wi-Fi.

15. The mobile device as in claim 12, wherein said mobile device is configured to collaborate at least one:

one to one, multiparty interaction between user and the remote service support, wherein said multiparty interaction comprises at least one of;

audio, video, text chat.