Online method and system for advising customers on service needs, facilitating the scheduling of vehicle service appointments, and checking vehicle service status

• US 8,521,654 B2
• Filed: 05/21/2003
• Issued: 08/27/2013
• Est. Priority Date: 09/04/2002
• Status: Active Grant

• Current Assignee: Ford Motor Company
• Original Assignee: Ford Motor Company
• Inventors: Ford, David John, Graham, John Garfield, Retzbach, Joseph, McCaffrey, Kenneth James, Mooney, Nadine Ann
• Primary Examiner(s): Araque, Jr., Gerardo
• Application Number:
  US10/442,806
• Publication Number:
  US 20040059618A1
• Time in Patent Office: 3,751 Days
• Field of Search: 705/303, 705/304, 705/305, 705/346
• US Class Current: 705/305
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

One aspect of the present invention is an online method for advising a customer on service needs and facilitating the scheduling of a vehicle service appointment. The method can comprise receiving a service inquiry, receiving input information regarding potential service of the vehicle, transmitting an open appointments request to a dealer management system (DMS), receiving a plurality of open appointments from the DMS, causing display of the plurality of open appointments wherein one of the plurality of open appointments is selected as an appointment request, and transmitting the input information and the appointment request to the DMS to facilitate the scheduling of the vehicle service appointment. The last four steps outlined can be conducted in substantially real-time.

Claims

1. A computer-implemented method comprising:

receiving a service request, a scheduled maintenance request, a recall request or a vehicle status request at a dealer management system (DMS);

receiving, at the DMS, a real-time ongoing vehicle repair status check;

accessing, through the DMS, a database containing the real-time ongoing vehicle repair status; and

transmitting, from the DMS to a user computer, the real-time ongoing vehicle repair status.

2. The online method of claim 1 further comprising retrieving recall information or maintenance information from an original equipment database based on the input information and causing display of the recall information or maintenance information.

3. The online method of claim 1 wherein the service request can additionally be for drivability concerns, climate control concerns, vibration concerns, chassis concerns, engine starting concerns, fluid leakage, instrumentation concerns, entertainment system concerns or noise concerns.

4. An apparatus for use in facilitating scheduling of a vehicle service appointment based on a service inquiry, comprising:

a dealer computer having an interface for communicating over a computer network, the at least one dealer computer having a memory for storing data;

a service request routine, wherein a service request for at least one of an HVAC, steering, braking, transmission or smell problems causes the dealer computer to send, to a user computer, at least two symptom probing questions, wherein at least one of the symptom probing questions is directed to the conditions under which the problem occurs, and wherein user entered responses are sent in response from the user computer to the dealer computer;

a data structure stored in the memory, the data structure including open appointments data for facilitating scheduling of a vehicle service appointment based on a service inquiry; and

an application program operable to utilize the interface for communicating over the computer network, executable on the dealer computer for transmitting in real-time at least a portion of the open appointments data in response to an open appointments request and is operable to receive in real-time an appointment request and input information regarding the service inquiry, wherein one of the plurality of open appointments is selectable as an appointment request.

5. The apparatus of claim 4 wherein the interface is comprised of an extended markup language (XML).

6. The apparatus of claim 4 wherein the application program is comprised of a SOAP protocol.

7. The apparatus of claim 4 further comprising a user computer operable to display the plurality of open appointments and transmit the input information and the appointment request to the dealer computer.

8. The apparatus of claim 7 wherein the application program is configured to transmit a confirmation or a rejection to the user computer.

9. The apparatus of claim 4 wherein the service request can additionally be for drivability concerns, climate control concerns, vibration concerns, chassis concerns, engine starting concerns, fluid leakage, instrumentation concerns, entertainment system concerns or noise concerns.

10. The apparatus of claim 4 wherein if the service inquiry is a service request, the input information includes information defining vehicle symptoms pertinent to the service request or if the service inquiry is the scheduled maintenance request or the recall request, the input information includes a vehicle identification number or the vehicle make, vehicle model year, and vehicle model.