CN103606085B - Method and server for issuing after-sale service data - Google Patents

Abstract

The invention discloses a method and a server for issuing after-sale service data, wherein the method comprises the following steps: acquiring an after-sale service request which is sent by a client and comprises a client geographical position and application service information; searching an after-sale service network point which is matched with the geographic position of the client and applies for service information as a matched after-sale service network point; creating after-sales service data according to the geographic position of the client, the application service information and the service carrying capacity of the matched after-sales service network; and dispatching the after-sale service data to the matched after-sale service network. The invention realizes automatic matching of after-sale service network points without manually sending the after-sale service data to the after-sale service data. Meanwhile, the problem that after-sales service data are sent to wrong after-sales service network points due to the fact that the customer calls the telephone with a fuzzy address is avoided. Therefore, the invention greatly improves the efficiency of issuing the after-sale service data and improves the after-sale service quality.

Description

Method and server for issuing after-sale service data

Technical Field

The invention relates to the technical field of after-sale service correlation, in particular to a method and a server for issuing after-sale service data.

Background

After a customer purchases a commodity, when the commodity goes wrong, the merchant is required to provide after-sales service. Generally, a customer makes a consultation through incoming call, and an operator of an after-sales service system needs to manually issue a task schedule to a proper after-sales service network, and the after-sales service network sends an engineer for service.

The existing method for issuing the after-sales service data has low efficiency because the operator needs to manually schedule the task, and meanwhile, when the customer calls in through the telephone, the address of the customer is often unclear, so that the operator of the after-sales service system selects the wrong after-sales service network, and the after-sales service cannot be provided nearby in time.

Disclosure of Invention

Therefore, it is necessary to provide a method and a server for issuing after-sale service data, aiming at the technical problem of low efficiency of issuing after-sale service data in the prior art.

A method of issuing after-market service data, comprising:

step a, acquiring an after-sale service request which is sent by a client and comprises a client geographical position and application service information, wherein the application service information comprises client commodity information and an after-sale service type applied by a client;

b, searching the after-sales service network points matched with the geographic position of the client and the application service information as matched after-sales service network points;

step c, establishing after-sales service data according to the geographic position of the client, the application service information and the service carrying capacity of the matched after-sales service network;

and d, dispatching the after-sales service data to the matched after-sales service network point.

A server for issuing after-market service data, comprising:

the after-sale service request acquisition module is used for acquiring an after-sale service request which is sent by a client and comprises a client geographic position and application service information, wherein the application service information comprises client commodity information and an after-sale service type applied by a client;

the matching after-sales service network module is used for searching the after-sales service network which matches the geographic position of the client and the application service information as a matching after-sales service network;

the after-sale service data creating module is used for creating after-sale service data according to the geographic position of the client, the application service information and the service bearing capacity of the matched after-sale service network;

and the after-sale service data scheduling module is used for scheduling the after-sale service data to the matched after-sale service network.

According to the method and the system, the after-sales service request which is sent by the client and comprises the geographic position of the client and the service application information is obtained, the service application information comprises the commodity information of the client and the after-sales service type applied by the client, and the geographic position of the client is obtained, so that an after-sales service network point which is matched with the geographic position of the client, the client information and the service application information can be searched. Therefore, the automatic matching of the after-sales service network points is realized, and the after-sales service data does not need to be manually sent to the after-sales service data. Meanwhile, the problem that after-sales service data are sent to wrong after-sales service network points due to the fact that the customer calls the telephone with a fuzzy address is avoided. Therefore, the invention greatly improves the efficiency of issuing the after-sale service data and improves the after-sale service quality.

Drawings

FIG. 1 is a flowchart illustrating a method for distributing after-market service data in accordance with the present invention;

FIG. 2 is a flow chart of the operation of one example of the present invention;

fig. 3 is a flowchart illustrating a method for issuing after-sale service data according to the present invention.

Detailed Description

The invention is described in further detail below with reference to the figures and the specific embodiments.

Fig. 1 is a flowchart illustrating a method for issuing after-sale service data according to the present invention, which includes:

step S101, acquiring an after-sale service request which is sent by a client and comprises a client geographic position and service application information, wherein the service application information comprises client commodity information and an after-sale service type applied by a client;

step S102, searching the after-sales service network points which are matched with the geographic position of the client and the application service information as matched after-sales service network points;

step S103, creating after-sales service data according to the geographic position of the client, the application service information and the service carrying capacity of the matched after-sales service network;

and step S104, dispatching the after-sales service data to the matched after-sales service network.

In step S101, the client sends an after-sales service request to a server implementing the method for issuing after-sales service data according to the present invention through the client. And in the sending process, the geographic position of the client is sent at the same time. The geographic Position of the client is obtained by opening a Global Positioning System (GPS) function, for example, by the client. Generally, in order to respect the privacy of the client, the client is required to inquire whether to start the GPS function, and cannot start the GPS function in the background in a private manner.

The type of after-sales service requested by the customer refers to what kind of after-sales service the customer needs to provide, such as air conditioners having service items such as door-to-door fluorination, door-to-door cleaning, hole punching, repair, maintenance, and the like.

The after-sales service data is generated according to the geographical position of the client, the application service information and the service bearing capacity of the matched after-sales service network points, and is used for representing information for providing the customer with the home service, such as home service time, engineer name and the like. The service carrying capacity of the matched after-sales service network can be as follows: the number of engineers who have already been assigned a door service mission in the after-market service network, the time of the door service mission that has been assigned, the usage of the vehicle, and the like. And determining specific home service time, engineer name and other information for generating after-sales service data according to the service bearing capacity, the geographic position of the client and the service application information.

In one embodiment, the step S102 specifically includes:

and judging whether the customer commodity information meets the after-sale application condition of the after-sale service type, and if the application service information meets the after-sale application condition, searching an after-sale service network point matched with the geographic position of the client and the application service information as a matched after-sale service network point.

For the customer commodity information, whether after-sale application conditions of the customer commodity information are met needs to be judged, such as time, commodity types (whether the commodity can be served at home, such as virtual commodities, rechargeable cards and the like, and cannot be applied), whether delay communication is purchased and the like, and if the customer commodity information meets the after-sale application conditions, an after-sale service network point matching the geographic position of the client and the application service information is searched to serve as a matching after-sale service network point.

In one embodiment, the step S102 specifically includes:

judging whether the customer commodity information meets the after-sale application condition of the after-sale service type, if the application service information meets the after-sale application condition, inquiring an after-sale service website database to obtain one or more after-sale service websites with service coverage areas including the geographic position of the client to form a candidate linked list;

acquiring the service bearing capacity and the service providing range of each after-sale service network point in the candidate linked list;

and selecting one after-sales service network point with the service bearing capacity and the service providing range meeting the application service information from the candidate linked list as a matched after-sales service network point.

The service providing range comprises the number of owned engineers and the professions of the engineers, the service bearing capacity and the service providing range meet the application service information, namely the after-sales service network has the engineers meeting the after-sales service types required by the application service information, and the engineers have enough on-door service time for distribution. For example, if the customer requests a service visit, the matching after-market service site must have an engineer who can perform the service of the air conditioner, and the engineer has enough service visit time available for distribution.

In one embodiment, the geographic location of the client is encrypted by the client, and in step S101, an after-sales service request including the encrypted geographic location of the client, the client information, and the application service information, which is sent by the client, is obtained, and the encrypted geographic location of the client is decrypted to obtain the geographic location of the client. The geographic position of the client is strictly kept secret, and the privacy of the client is respected. Preferably, the key is randomly generated, improving security.

In one embodiment, the after-sale service request is compressed by the client, and in step S101, the compressed after-sale service request sent by the client is obtained, and the compressed after-sale service request is decompressed to obtain the after-sale service request. During transmission, high-speed compression processing is carried out, and high reliability of transmission is guaranteed, so that transmission efficiency is improved, and waiting time of a client is shortened.

In one embodiment, the method further comprises the following steps:

and e, after the after-sales service data are dispatched to the matched after-sales service network, acquiring a customer contact way from the customer commodity information, and sending the after-sales service data to the customer contact way.

The customer contact information can be a telephone or an electronic mail box of the customer, and the after-sales service data is informed to the customer by sending a short message to the telephone of the customer or sending an electronic mail to the electronic mail box of the customer. When sending the after-sales service data to the customer, the after-sales service data can be preferably sent in a door service list mode.

In one embodiment, the after-market data includes a service code for identifying the matching after-market site on a map.

The after-sales service data information can also comprise a service code, and the customer can check the display distance of the distributed after-sales service network points on a map, preferably, the map adopts a GIS map.

Fig. 2 shows a work flow diagram of an example of the present invention, which includes:

step S201: and uploading the customer after-sale service application. When opening the application of the mobile client, the client is prompted whether to allow the client to access the current address, the client selects yes, the GPS function of the client is started, meanwhile, the client enters an after-sales service menu, when applying for the after-sales service (the after-sales service of the large household appliance), the current address of the client, namely the geographic position of the client is displayed in the client, then the client selects the type of the after-sales service required to be applied, and if the type of the after-sales service is the air conditioner, the service items such as door-to-door fluorination, door-to-door cleaning, punching, maintenance and the like are provided. The customer needs to provide the customer commodity information, such as commodity name, commodity number, etc., while applying for the after-sales service type. After the after-sale service type and the customer commodity information are used as service application information, and after the service application information is clicked and submitted, the geographic position of the client and the service application information are used as an after-sale service request and uploaded to a database of an after-sale service platform system. Wherein, in step S201:

when the client is loaded, whether the GPS module is started or not is inquired, the GPS module cannot be started in a background privately, the premise that the privacy right of the client is respected, meanwhile, when the address information obtained by the system is transmitted to the server, strict encryption is required, and the secret key is generated randomly, so that the safety is improved.

Meanwhile, during transmission, high-speed compression processing is required, and high reliability of transmission is guaranteed, so that transmission efficiency is improved, and waiting time of clients is shortened.

Step S202, the after-sale service request sent by the client is analyzed. The after-sale service request comprises two parts, wherein one part is the service application information from the client, and the other part is the geographic position of the client. This analysis process utilizes system multithreading parallel computing: 1, applying for service information, and determining whether the after-sales service type meets the after-sales condition application according to the customer commodity information, such as time, commodity type (whether the commodity can be served at home, such as virtual commodity, rechargeable card and the like can not be applied), whether to purchase delay insurance communication, and the like, wherein the step S203 can be performed when the condition is met. And 2, simultaneously, inquiring an after-sale service network point database according to the geographic position of the client to obtain a primary after-sale service network point list which accords with the geographic position information of the client.

Step S203, the after-sales service network point list data which is in accordance with the application service information is searched in a matching way. And according to the service application information of the client, one or more service network points meeting the service application information are found from the primary after-sale service network point list. In the matching process, the service total amount after statistics is used as a data calculation condition and the like for matching according to the service carrying capacity of each after-sale service network and index information (service score, distance and oil consumption problem), the number of engineers, the degree of engineers and specialties, the number of vehicles and the like. Because the data of the network points are changed in real time, the matching process is also matched in real time, wherein the matching implementation process is as follows:

a candidate linked list is first composed. And after setting weight according to each index information, forming a candidate linked list by the network points conforming to the entries. And (4) forming a candidate linked list by the mesh point number IDs meeting the conditions (range and service items) according to the weight, wherein each candidate is the mesh point number ID.

And measuring the fitness of the candidate items according to certain fitness conditions. Converting the requirements of the client into adaptive conditions for measurement and calculation, and measuring and calculating the matching fitness of the candidate items. The customer request may be to visit a service air conditioner for a specified period of time, e.g., on a weekend, etc. The adaptive conditions are then: engineers with air conditioning service capability are available on weekends.

And if the matching fitness of the candidate is within the preset threshold range, the candidate is retained, and if the matching fitness is outside the threshold range, the candidate is abandoned.

And performing one round of screening on all candidate items of the candidate linked list by using one adaptive condition, wherein each round of screening can obtain the candidate item meeting the adaptive condition and exclude other non-conforming candidate items. After multiple rounds of screening, a piece of after-sale service network point list data meeting all distribution conditions is finally obtained. Meanwhile, the candidate items in the finally obtained matching data list may be ranked according to all matching fitness degrees, for example, the sum of the matching fitness degrees of all the adaptability conditions is ranked according to each candidate item in the finally obtained matching data list, and the candidate item with the largest sum of the matching fitness degrees is used as the most suitable after-sales service network.

For example, the adaptive conditions are: engineers with air conditioning service capability are available on weekends. The matching fitness is the number of engineers with air conditioning maintenance capability on weekends in the after-sales service network as a candidate. A threshold range, for example, greater than or equal to 1, may be set, and all after-market service sites with an engineer having air conditioning servicing capability greater than or equal to 1 on the weekend may be candidates satisfying the adaptive condition, with the remaining candidates being excluded.

And step S204, distributing the most suitable after-sales service network points and issuing after-sales service data. After the most suitable after-sales service network is matched in step S203, the after-sales service data is created and automatically scheduled to the client system of the most suitable after-sales service network, and after the scheduling is successful, a home service ticket is generated according to the after-sales service data, and the home service ticket (including time, engineer name, service code, etc.) is immediately sent to the client through a short message or mail, so that the client can perform subsequent rating according to the ticket, and can also view the display distance of the allocated after-sales service network on a geographic information system (geographic information system or Geo-information system, GIS) map through the service code.

Fig. 3 is a block diagram of a server for issuing after-sale service data according to the present invention, which includes:

an after-sales service request obtaining module 301, configured to obtain an after-sales service request that includes a geographic location of a client and application service information and is sent by the client, where the application service information includes customer commodity information and an after-sales service type applied by the customer;

a matching after-sales service network module 302, configured to search an after-sales service network matching the geographic location of the client and the application service information as a matching after-sales service network;

a create after-sales service data module 303, configured to create after-sales service data according to the geographic location of the client, the application service information, and the service carrying capacity of the matching after-sales service network;

an after-sales service data scheduling module 304, configured to schedule the after-sales service data to the matching after-sales service network.

In one embodiment, the matching after-market service node module 302 is specifically configured to:

and judging whether the customer commodity information meets the after-sale application condition of the after-sale service type, and if the application service information meets the after-sale application condition, searching an after-sale service network point matched with the geographic position of the client and the application service information as a matched after-sale service network point.

In one embodiment, the matching after-market service node module 302 is specifically configured to:

judging whether the customer commodity information meets the after-sale application condition of the after-sale service type, if the application service information meets the after-sale application condition, inquiring an after-sale service website database to obtain one or more after-sale service websites with service coverage areas including the geographic position of the client to form a candidate linked list;

acquiring the service bearing capacity and the service providing range of each after-sale service network point in the candidate linked list;

and selecting one after-sales service network point with the service bearing capacity and the service providing range meeting the application service information from the candidate linked list as a matched after-sales service network point.

In one embodiment, the geographic location of the client is encrypted by the client, and the after-sales service request obtaining module 301 obtains an after-sales service request that includes the geographic location of the encrypted client, the client information, and the service application information and is sent by the client, and decrypts the geographic location of the encrypted client to obtain the geographic location of the client.

In one embodiment, the after-sales service request is compressed by the client, and the after-sales service request obtaining module 301 obtains the compressed after-sales service request sent by the client, and decompresses the compressed after-sales service request to obtain the after-sales service request.

In one embodiment, the method further comprises the following steps:

and the after-sales service data information sending module is used for acquiring a customer contact way from the customer commodity information and sending the after-sales service data to the customer contact way after the after-sales service data is dispatched to the matched after-sales service network.

The above-mentioned embodiments only express several embodiments of the present invention, and the description thereof is more specific and detailed, but not construed as limiting the scope of the present invention. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the inventive concept, which falls within the scope of the present invention. Therefore, the protection scope of the present patent should be subject to the appended claims.

Claims (10)

1. A method for issuing after-sale service data is characterized by comprising the following steps:

step a, acquiring an after-sale service request which is sent by a client and comprises a client geographical position and application service information, wherein the application service information comprises client commodity information and an after-sale service type applied by a client;

b, searching the after-sales service network points matched with the geographic position of the client and the application service information as matched after-sales service network points;

step c, establishing after-sales service data according to the geographic position of the client, the application service information and the service carrying capacity of the matched after-sales service network;

step d, dispatching the after-sales service data to the matched after-sales service network;

the service carrying capacity comprises: the number of engineers who have already obtained the door service task in the after-sales service network, the time of the door service task that has already been assigned, or the use condition of the vehicle;

the step b specifically includes:

judging whether the customer commodity information meets the after-sale application condition of the after-sale service type, if the application service information meets the after-sale application condition, inquiring an after-sale service website database to obtain one or more after-sale service websites with service coverage areas including the geographic position of the client to form a candidate linked list;

acquiring the service carrying capacity and the service providing range of each after-sale service network point in the candidate linked list;

selecting one after-sales service network point with the service bearing capacity and the service providing range meeting the application service information from the candidate linked list as a matched after-sales service network point, which specifically comprises the following steps:

converting the requirements of the clients into adaptive conditions for measurement and calculation, measuring the matching fitness of the candidate items, and taking the candidate item with the maximum sum of the matching fitness as the most suitable after-sales service network.

2. The method for issuing after-sales service data according to claim 1, wherein the geographical location of the client is encrypted by the client, and in the step a, an after-sales service request including the geographical location of the encrypted client, the client information and the application service information, which is sent by the client, is obtained, and the geographical location of the encrypted client is decrypted to obtain the geographical location of the client.

3. The method for issuing after-sale service data according to claim 1, wherein the after-sale service request is compressed by the client, in the step a, the compressed after-sale service request sent by the client is obtained, and the compressed after-sale service request is decompressed to obtain the after-sale service request.

4. The method of issuing after-sale service data according to claim 1, further comprising:

and e, after the after-sales service data are dispatched to the matched after-sales service network, acquiring a customer contact way from the customer commodity information, and sending the after-sales service data to the customer contact way.

5. The method of sending after-market data according to claim 1, wherein the after-market data includes a service code for identifying the matching after-market point on a map.

6. A server for issuing after-sale service data, comprising:

the system comprises an after-sale service request acquisition module, a service request processing module and a service request processing module, wherein the after-sale service request acquisition module is used for acquiring an after-sale service request which is sent by a client and comprises a geographic position of the client and service application information, and the service application information comprises client commodity information and an after-sale service type applied by a client;

the matching after-sale service network module is used for searching the after-sale service network matched with the geographic position of the client and the service application information as a matching after-sale service network;

the after-sale service data creating module is used for creating after-sale service data according to the geographic position of the client, the application service information and the service bearing capacity of the matched after-sale service network;

the after-sale service data scheduling module is used for scheduling the after-sale service data to the matched after-sale service network;

the service carrying capacity comprises: the number of engineers who have already obtained the door service task in the after-sales service network, the time of the door service task that has already been assigned, or the use condition of the vehicle;

the matching after-sale service network module is specifically configured to:

judging whether the customer commodity information meets the after-sale application condition of the after-sale service type, if the application service information meets the after-sale application condition, inquiring an after-sale service website database to obtain one or more after-sale service websites with service coverage areas including the geographic position of the client to form a candidate linked list;

acquiring the service bearing capacity and the service providing range of each after-sale service network point in the candidate linked list;

selecting one after-sales service network point with the service bearing capacity and the service providing range meeting the application service information from the candidate linked list as a matched after-sales service network point, which specifically comprises the following steps:

converting the requirements of the clients into adaptive conditions for measurement and calculation, measuring the matching fitness of the candidate items, and taking the candidate item with the maximum sum of the matching fitness as the most suitable after-sales service network.

7. The server for issuing after-sales service data according to claim 6, wherein the geographical location of the client is encrypted by the client, and the after-sales service request acquisition module acquires an after-sales service request including the geographical location of the encrypted client, the client information, and the service application information sent by the client, and decrypts the geographical location of the encrypted client to obtain the geographical location of the client.

8. The server for issuing after-market service data according to claim 6, wherein the after-market service request is compressed by the client, and the after-market service request obtaining module obtains the compressed after-market service request sent by the client, and decompresses the compressed after-market service request to obtain the after-market service request.

9. The server for issuing after-sale service data according to claim 6, characterized by further comprising:

and the after-sales service data information sending module is used for acquiring a customer contact way from the customer commodity information and sending the after-sales service data to the customer contact way after the after-sales service data is dispatched to the matched after-sales service network.

10. The server for issuing after-market service data according to claim 6, wherein the after-market service data includes a service code for identifying the matching after-market service site on a map.

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