Field service system for image forming devices
First Claim
1. A method of servicing image forming devices comprising:
- storing a local service center database information for a main service center, said information identifying at least a plurality of local service centers and image forming devices and manufacturers thereof that respective local service centers service;
receiving a service request from a user at the main service center, said service request including information identifying an image forming device for which service is requested, via a communication link selectively connecting the user and the main service center;
processing information from the service request received at the main service center and information from the database stored for the main service center to select at least one local service center that can meet the service request and is suitable for meeting the request.
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Abstract
A method and a system for facilitating service for image forming devices such as copiers, fax machines and printers. A main service center receives a service request from a user, such as via an Internet home page that the main service center maintains. Based on the service requests and databases for user information and information regarding local service centers, the main service centers identifies the local service center(s) that are suitable for meeting the service request, in term of the type of devices and territories they service and other factors. The user, the main service center, and the one or more local service centers transmit information among themselves to track the service request and responses by the user and one or more local service centers and to ensure that the requested service is appropriately supplied.
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Citations
30 Claims
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1. A method of servicing image forming devices comprising:
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storing a local service center database information for a main service center, said information identifying at least a plurality of local service centers and image forming devices and manufacturers thereof that respective local service centers service;
receiving a service request from a user at the main service center, said service request including information identifying an image forming device for which service is requested, via a communication link selectively connecting the user and the main service center;
processing information from the service request received at the main service center and information from the database stored for the main service center to select at least one local service center that can meet the service request and is suitable for meeting the request. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 27, 28)
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15. A field service system comprising:
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a main service center;
a plurality of local service centers at locations remote from the main service center;
a plurality of image forming devices that are at user side remote from the main service center and from the local service centers, and a plurality of communication devices at the user side for selectively establishing a communication link between a user at the user side and the main service center to transmit thereto a service request indicative of one or more service items the user requests for one or more respective image forming devices;
said main service center including computer facilities and at least one local service center database storing information identifying at least local service centers and at image forming devices serviced by respective local service centers;
said local service centers being selectively connected with the main service center to exchange information therewith over respective communication links; and
said main service center being programmed to respond to a service request transmitted thereto from a user and to information stored in said local service center database to select a subset of said local service centers for meeting the service request. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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29. A method of providing service for image forming devices comprising:
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sending a service request from a user to a remotely located main service center, via a selectively established communication link, indicative of a request to service for an image forming device remote from the main service center;
said main service center receiving and processing the service request together with information from a user database and a local service database maintained for the main service center, to identify a subset of a plurality of local service centers that are remote from the user and the image forming device and from the main service center;
transmitting the service request together with a service menu from the main service center to the identified subset of local service center;
transmitting from the identified subset of local service center to the main service center responses indicative of whether the service request can be met;
processing said responses by the main service center to select a local service center within said subset to provide the service, and communicating information related to the selection to the user;
receiving a confirmation of a final service request from the user and communicating said final service request to the selected local service center; and
sending completion of service information from the selected service center to the user. - View Dependent Claims (30)
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Specification