Abstract:
A system for a customer to order service of an item and to track the service using the Internet is disclosed. The customer accesses a website hosted by the servicing company to open an account by submitting account data, which is stored. The system then automatically generates an account confirmation e-mail message to the customer using at least a portion of the account data. Thereafter, the customer and submits a service order by submitting order data, which is stored. The system automatically generates an order confirmation e-mail using at least a portion of the order data. The item to be serviced is then sent to the servicing company, which performs the service. Thereafter, the servicing company submits update data relating to the serviced item, which is stored. The system then automatically generates an update confirmation e-mail using at least a portion of the update data.

Description:
FIELD OF THE INVENTION  
         [0001]    The present invention relates generally to a method and system for ordering and tracking services for a customer over a network and, more particularly to a method and system for a customer to order service for an item and to track the service using the Internet.  
         BACKGROUND OF THE INVENTION  
         [0002]    When handling items for repairs, service or testing, companies receive numerous inquiries from customers regarding the status of their service orders. Customers typically inquire on the receipt of the item by the service company and also inquire on the progress of the service on the item. For example, in the calibration industry, customers send measurement devices, such as oscilloscopes, to a calibration service company for testing and repair. At any given time, the company may have numerous service orders for devices being delivered, tested, repaired or returned. Many of the service orders may involve similar models and the same manufacturer.  
           [0003]    To track the service orders and inquiries for the customers, the service company may establish a computer system to store information and answer the customer&#39;s inquiries. Typically, to handle customer inquiries, the service company may use a service relations department. In the past, the service relations department used telephones or mail systems to handle inquiries. With the advent of computer networks, and especially the Internet, service companies can more readily handle service inquiries without hiring numerous employees or incurring related costs.  
           [0004]    Still, much of the handling of the information and responses to customers&#39; inquiries must still be performed manually. The data relating to the service orders may require manual entry or manipulation by service personnel. Therefore, it is desirable to streamline the handling and tracking of service orders. Automating certain activities can proactively mitigate customer inquiries about the status of service orders. Moreover, automation can reduce errors and costs associated with handling the service orders.  
           [0005]    The present invention is directed to overcoming, or at least reducing the effects of, one or more of the problems set forth above.  
         SUMMARY OF THE INVENTION  
         [0006]    In view of the foregoing and other considerations, the present invention relates to a system for a customer to order service of an item and to track the service using the Internet. The customer accesses a website hosted by the servicing company to open an account by submitting account data, which is stored. The system then automatically generates an account confirmation e-mail message to the customer using at least a portion of the account data. Thereafter, the customer and submits a service order by submitting order data, which is stored. The system automatically generates an order confirmation e-mail using at least a portion of the order data. The item to be serviced is then sent to the servicing company, which performs the service. Thereafter, the servicing company submits update data relating to the serviced item, which is stored. The system then automatically generates an update confirmation e-mail using at least a portion of the update data. This automated system greatly simplifies the manual inputting of data by the servicing company and the paper work that it would otherwise have to generate, thus saving time and money. Moreover, because the inputted data is stored and re-used often by the system, the chances of an inadvertent data error are reduced.  
           [0007]    The above summary of the present invention is not intended to represent each embodiment, or every aspect of the present invention. This is the purpose of the figures and detailed description that follows.  
       
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0008]    The foregoing, a preferred embodiment and other aspects of the present invention will be best understood with reference to a detailed description of specific embodiments of the invention, which follows, when read in conjunction with the accompanying drawings, in which:  
         [0009]    [0009]FIG. 1 illustrates a schematic diagram of a method for ordering and tracking service orders for a customer using a communication network;  
         [0010]    [0010]FIG. 2A illustrates a schematic embodiment of a communication network between a customer and a service company;  
         [0011]    [0011]FIG. 2B illustrates a schematic embodiment of a computer system used by the customer and the service company;  
         [0012]    FIGS.  3 A-B illustrate flowcharts of the method for ordering and tracking services for a customer using the Internet;  
         [0013]    [0013]FIG. 4 illustrates an embodiment of a web page for setting up an online account;  
         [0014]    FIGS.  5 A-C illustrate embodiments of web pages for ordering services over the Internet; and  
         [0015]    [0015]FIG. 6 illustrates an embodiment of a web page for updating a customer&#39;s service order. 
     
    
       [0016]    While the invention is susceptible to various modifications and alternative forms, specific embodiments have been shown by way of example in the drawings and will be described in detail herein. However, it should be understood that the invention is not intended to be limited to the particular forms disclosed. Rather, the invention is to cover all modifications, equivalents and alternatives falling within the scope of the invention as defined by the appended claims.  
       DETAILED DESCRIPTION OF THE INVENTION  
       [0017]    Illustrative embodiments will now be described with reference to the accompanying drawings. Turning to FIG. 1, a schematic diagram generally illustrates the method for ordering and tracking services for a customer  10  using a communication network  30 . The customer  10  requires services of an item from a service company  20  and establishes communication with the service company using the communication network  30 . Using the communication network  30 , the customer  10  uses a computer and provides account information to the service company  20 , such as company name, contact information, an network address, a payment method and a shipping method. The customer  10  also orders a particular service from the service company  20  over the communication network  30 .  
         [0018]    The service company  20 , in turn, receives the account information and service order from the customer  10  using the communication network  30 . The service company  20  records the customer&#39;s information and service order in a computer database. With the service order created, the customer  10  then sends the item for service using a standard delivery means  12 , such as the U.S Postal Service, Federal Express® or United Parcel Service®. The service company  20  receives the item and communicates receipt of the item to the customer  10  using the communication network  30  and the customer&#39;s network address.  
         [0019]    The service company  20  then performs service on the item. Once the service is completed, the service company  20  notifies the customer  10  of the completed service using the communication network  30 . In turn, the customer  10  receives prompt notification of the status of their service orders. The service company  20  tracks the progress of the service order and notifies the customer  10 . Consequently, the service company is not inundated by status requests on particular orders.  
         [0020]    The customer  10  provides all the necessary information to complete the transaction, meaning that the service company need not perform tedious data entry.  
         [0021]    Moreover, the information provided by the customer is stored and re-accessed during the handling of the service order. This allows for accurate execution of the customer&#39;s service order. The service company  20  uses the address and contact information provided by the customer to return the item. In addition, the service company  20  uses the payment method and information provided by the customer to charge for the service. Finally, the service company  20  returns the item to customer using a shipping method  22  specified by the customer  10 .  
         [0022]    Referring now to FIG. 2A, a schematic embodiment illustrates a communication network  30  between a customer and a service company. The service company uses a computer system  20  having a server  20   a  and a workstation or remote computer  20   b . The present invention is preferably implemented as a computer program running on the server  20   a  connected to the communication network  30 . A preferred communication network  30  for implementing the present invention is the Internet, although the network may also be a local area network or other wide area network.  
         [0023]    The computer program on the server  20   a  includes a network-based application that handles a service company&#39;s website on the Internet. The network-based application uses a graphical user interface (GUI) to receive and display information via the Internet. The computer program on the server  20   a  also includes a plurality of applications for formatting, compiling and storing information on the server  20   a . The server  20   a  includes a plurality of databases for storing information, such as account information, service orders and data for the web page, among other information.  
         [0024]    The Internet  30  is accessible by a potential or existing customer through the customer&#39;s computer  10 . The customer connects  32  to the Internet  30  using their computer  10  and an Internet service company. Through the Internet  30 , the customer can gain access to the service company&#39;s web page hosted on the server  20   a . The customer may review information and services of the service company  20  on the website handled by the server  20   a . The customer may input information and order services through a plurality of web pages. The server  20   a , in turn, operates the website and stores the information and service orders in databases.  
         [0025]    The service company accesses the information and service orders on the server  20   a  using the workstation or remote computer  20   b . The computer  20   b  may directly connect with the server  20   a  via a private network connection  36 . Because many companies use a separate firm to host their websites, the service company may access the server  20   a  via an Internet connection  38 . However, in a preferred embodiment, the service company&#39;s computer  20   b  communicates with the customer&#39;s computer  10  through the server  20   a . Communication between the customer&#39;s computer  10  and the service company&#39;s computer  20   b  involves the use of information on the server  20   a  and the use of e-mails over the Internet  30 .  
         [0026]    Referring now to FIG. 2B, a schematic diagram of an embodiment of a computer system  20   a  is illustrated. The computer system  20   a  is preferably implemented as computer software running on a computer, such as a server. The computer system  20   a  is connected to the Internet architecture  30  so that the customer and the service company may gain access to the computer system  20   a  using outside terminals or computers  10 ,  20   b . The software implemented on the computer system  20   a  has a plurality of routines, functions or applications  50 - 58  and includes a plurality of databases  60 . The applications  50 - 58  include a network-based application  50 , an account application  52 , an order application  54 , an update application  56  and an e-mail application  58 . The databases include an account database  62 , an order database  64  and a manufacturer and services database  66 . Although shown separately, one skilled in the art will recognize that databases  62 ,  64  and  66  could be combined in one database having separate “account,”“order,” and “update” sections.  
         [0027]    As noted above, the computer system  20   a  includes a network-based application  50  for inputting and outputting data across a network. In the present embodiment, the network-based application  50  defines a data input/output system using web pages with a GUI environment on an Internet website. The web page application  50  receives and displays data and information. The web page application  50  has web pages that provide information about the service company and details regarding the particular services offered. The web page application  50  also has web pages for the entry of account data and service order data from the customer&#39;s computer  10 .  
         [0028]    In particular, the web page application  50  calls on an account application  52  when a customer enters account information via the Internet. The account application  52 , in turn, stores information provided by the customer in an account database  62 . The web page application  50  also calls on an order application  54  when a customer enters a service order via the Internet. The order application  52  allows the customer to create a service order using the Internet and web pages. When called upon, the order application  54 , in turn, reads information from the account database  62  and the manufacturer and service database  66 . The order application  54  reads and writes information in an order database  64 .  
         [0029]    The web page application  50  further calls on an update application  56  when service company personnel enter update information on a service order. The update application  56  allows the service personnel to modify or respond to information of a service order. The computer system  20   a  may include additional applications for access by the service personnel besides the update application  56 . Of course, passwords and other means may restrict access to the update application  56  to qualified service personnel only. When called upon, the update application  56 , in turn, reads information from the account database  62  and read/writes information in the order database  64 .  
         [0030]    The computer system  20   a  further includes an e-mail application  58 , which interacts with the account application  52 , the order application  54  and the update application  56 . The e-mail application  58  is called upon to generate e-mail messages for the applications  52 - 56  and automatically generates messages without the need for additional data entry from service personnel.  
         [0031]    In particular, the account application  52  calls on the e-mail application  58  to automatically generate an account confirmation e-mail when the customer properly enters account information. The e-mail application  58  compiles and formats information entered into the account database  62  to construct the account confirmation. Additionally, the order application  54  calls on the e-mail application  58  to automatically generate a service order confirmation e-mail when the customer orders a service. The e-mail application  58  compiles and formats information entered into the account database  62  and the order database  64  to construct the service order confirmation. Also, the update application  56  calls on the e-mail application  58  to automatically generate an status e-mail when service company personnel updates the status of a service order. The e-mail application  58  compiles and formats customer information from the account database  62 , service order information from the order database  64  and updated information from the update application  56  to construct the status e-mail.  
         [0032]    Once the e-mail application  58  composes the relevant account confirmation, order confirmation or status e-mails, connection to the Internet architecture  30  is made. The e-mail application  58  forwards the e-mail to the e-mail address of the customer. In this way, the e-mail application  58  allows for automatically transmitting the e-mails via the Internet architecture  30 .  
         [0033]    With the schematic descriptions described above, the flowcharts of FIGS.  3 A-B further illustrate the method for ordering and tracking services for a customer using the Internet. FIG. 3A illustrates a flowchart showing the interaction between a customer and a service company when ordering and tracking services according to the present invention. To illustrate their interaction, the customer activities  100  are juxtaposed with the service company activities  200 .  
         [0034]    The discussion following herein provides an example scenario for the services requested by the customer and provided by the service company. The example scenario is not intended to limit the application of the method and system according to the present invention, but is only intended to clearly describe their application to a particular industry. For example, the customer may require service of an item, such as a measurement device. The measurement device may be an oscilloscope or multimeter, which requires calibration, testing or repair. The service company, in this particular example, may be a company in the calibration industry that provides calibration, testing and repair of measurement devices.  
         [0035]    In the discussion that follows herein, some of the service company activities  200  are performed by a server that controls the company&#39;s website, such as  20   a  in FIG. 2B. Some of the activities  200  are performed by service company personnel using a computer system connected to the server, such as  20   b  in FIG. 2B. Additionally, some of the customer activities  100  are performed on a separate computer system accessing the service company&#39;s website via the Internet, such as  10  in FIG. 2B. Some of the activities  100  are manually performed using standard delivery means. To simplify the discussion below, the customer activities  100  and service company activities  200  involving manually performed actions will be specifically noted.  
         [0036]    The customer accesses the service company&#39;s website via the Internet. Navigating through the website, the customer sets up an online account (Block  102 ). To establish the account, the customer provides information to the service company, which is entered on a web page. Turning to FIG. 4, web page  300  illustrates an exemplary web page for setting up an online account. The web page  300  includes data fields for inputting customer information. The data fields include, for example: company information  310 , an e-mail address  312 , a billing and shipping address  320 , and a user name and password  330 . The customer enters the company information  310  by filling in the company name, telephone numbers and contact name. The e-mail address  312  is also entered in the appropriate field and represents an important aspect of the customer information, as it is used in further communication between the service company and the customer via the Internet.  
         [0037]    The customer enters its physical address  320  so that the service company may know where to send bills or return the customer&#39;s device once testing, calibration or repair has been completed. Finally, the customer creates a user name and password  330  to secure access to their account information and service orders in the future. By clicking the “Continue” button  340 , the information is given to the service company&#39;s computer system, which activates the appropriate application and databases to store the information.  
         [0038]    Returning to FIG. 3A, the account information described above passes to the computer system  20   a  (Line  103 ). The computer system  20   a  stores the information in an account database (Block  202 ). An e-mail confirming the account information is then sent to the customer via the Internet (Block  204 ). The computer system  20   a  uses the Internet address and possibly other account information provided by the customer and automatically reconfigures the account information into a confirmation account e-mail, which is forwarded to the customer&#39;s e-mail address. Sending the e-mail confirms the account information provided by the customer and further verifies proper entry of the customer&#39;s e-mail address that will be used in later communications.  
         [0039]    With an account established, the customer may enter the area on the website offering calibration services (Block  104 ). The computer system  20   a  accesses a database of manufactures for which services are provided (Block  206 ) and lists the manufactures for the customer to view on a web page (Line  207 ). The customer then chooses a manufacturer for the device that they wish to be calibrated, tested or repaired (Block  106 ).  
         [0040]    The computer system  20   a  then accesses a manufacturer and services database having the specific services provided for the manufacture chosen by the customer (Block  208 ). The program lists the devices and services for the customer to choose (Line  209 ). For example, if the customer has chosen Hewlett Packard as the manufacturer, the computer system  20   a  will show a list of Hewlett Packard devices for which calibration, testing and repair service are provided. The customer selects the device and service they wish to have performed by the service company (Block  108 ) and orders the service by completing a web page (Block  110 ).  
         [0041]    Turning to FIG. 5A, web page  400  illustrates an embodiment of a web page for the customer to order calibration services. The web page  400  includes instructions for the customer and a drop down box  410 . The drop down box  410  lists the manufacture&#39;s models for which services are provided. The box  410  further includes a description of the service for each device and the associated cost. The customer selects the device for which they require services and clicks the “Continue” button  420 .  
         [0042]    By choosing the device, the computer system  20   a  presents another web page for the customer to detail their service order. Turning to FIG. 5B, web page  402  illustrates an embodiment of a web page for detailing a service order. The web page  402  reuses previously input information  412  and includes data fields for new information  430 - 440 . The web page  402  reiterates the description of the device and service chosen on the web page  400  of FIG. 5A. In the present example, the customer is requesting calibration of a Hewlett Packard 34401A multimeter.  
         [0043]    The new information includes further description of the device  430 ,  432 , shipping information  434 , and billing information  440 - 444 . A data field  430  for an asset number is provided, in which the customer can put a specific number for their own reference. A data field  432  for the device&#39;s serial number is also provided. The serial number allows for proper receipt and tracking of the device by the service company.  
         [0044]    Using another drop down box  434 , the customer selects a return shipping method for the device to be used when the testing or repairs are completed. The return shipping method may include, for example, using Federal Express® or United Parcel Service®. Some of the shipping methods require entry of the customer&#39;s shipping account number.  
         [0045]    Accordingly, a data field  436  provides for entry of the shipper&#39;s account number to be used in charging for the delivery method chosen.  
         [0046]    Another drop down box  438  provides payment methods where the customer elects how they will pay for the selected service. The customer fills in the appropriate payment information  440  in either the purchase order field or the credit card fields. Once the customer completes all the information, the customer may continue with the order by clicking a “Continue” button  450  or may add additional devices for service by clicking the button  452 .  
         [0047]    Returning to FIG. 3A, after the customer has ordered the service for the device (Block  110 ), their choice is submitted to the computer system  20   a  of the service company (Line  111 ). The computer system  20   a  accesses a database for orders and adds the service order to the customer&#39;s cart, which provides temporary storage of the customer&#39;s service orders while they navigate through the website. The computer system  20   a  assigns an account number for each device for which services are ordered, which is used for further is tracking and confirmation purposes (Block  210 ). The customer can then add additional devices to their cart (Block  112 ). If additional services are requested, the customer makes the appropriate selections and provides information (Blocks  106 - 110 ) and the computer system  20   a  access the appropriate databases and adds the order to the customers cart (Blocks  206 - 210 ).  
         [0048]    Once all of the selections are made, the computer system  20   a  compiles a listing of the devices for which services are ordered in the customer&#39;s cart (Block  214 ). The listing is presented on a review web page (Line  215 ). The customer reviews the list of ordered services and can individually delete or accept the orders (Block  114 ). Upon acceptance of the orders, the computer system  20   a  stores the selected service orders in an order database (Block  216 ).  
         [0049]    The selected orders are then presented to the customer on a confirmation web page (Line  217 ). The customer can produce a packing list by printing the confirmed orders on the confirmation web page in order to (Block  116 ). Turning to FIG. 5C, web page  404  illustrates a confirmation web page for printing a packing list. The packing list includes the return address of the customer  460 , the mailing address of the service company  462  and the service orders for the selected devices  470 . The customer information  460  comes directly form the account database, and the order information  470  comes from the order database. The packing list may be printed and packed with the devices when physically shipped to the service company. The packing list further provides for proper delivery and handling of the items in the service orders.  
         [0050]    Returning once again to FIG. 3A, after ordering services and receiving confirmation, the customer sends the items to the service company using a standard shipping method (Block  118 ). Meanwhile, the computer system  20   a  of the company automatically sends a confirmation order e-mail to the customer&#39;s e-mail address reconfirming the service orders (Block  218 ) by reconfiguring the relevant data in the order database  64 , although inclusion of relevant information from the account database  62  is contemplated for completeness. The confirmation e-mail further ensures the customer that the service company has correctly recorded their service orders.  
         [0051]    Referring now to FIG. 3B, a flowchart illustrates the interaction between the customer and the service company when tracking and reporting services according to the present invention. Once again, the customer activities  100  are juxtaposed with the service company activities  200 . The customer physically sends the device to the service company (Block  118 ). The device is forwarded to the service company via conventional delivery means (Line  119 ). The service company receives the device for which services are ordered (Block  220 ). Proper receipt can be confirmed by the packing list included in the shipment, by the serial number on the device, and by the account number indicated on the order. Use of the packing list is not strictly necessary as proper receipt of the item may also be confirmed by the service company using computer system  20   a.    
         [0052]    Upon receipt of the device, service company personnel then flags the device as received in the order database of the computer system  20   a  (Block  222 ). By flagging the device as received, the computer system  20   a  accesses the account information of the customer. The computer system  20   a  obtains the customer&#39;s e-mail address and contact information and automatically sends an e-mail to the customer confirming receipt of the device (Block  224 ). In producing the e-mail, the service company personnel need not enter contact information or service order information. The computer system  20   a  automatically and preferably compiles the information from the account database and the order database and forwards the e-mail to the customer&#39;s e-mail address (Line  225 ). Of course, it may not be strictly necessary to query the order data and account data, and the receipt data itself may be utilized in creating the e-mail. The customer receives the confirmation and is timely notified of the handling of the service order (Block  120 ). Sending the e-mail of the receipt of the device offers certainty in handling the service order. The customer is promptly notified whether the device has been properly delivered to the service company.  
         [0053]    The service company then submits the device for calibration, testing or repair, depending on the services ordered by the customer (Block  226 ). Once the servicing is completed on the device (Block  228 ), the service personnel then access the computer system  20   a  to update the order (Block  230 ). Updating the order may also involve indicating various stages of completion of the services. For example, the service personnel may update the order by indicating whether the device has either failed or passed a testing service.  
         [0054]    Turning to FIG. 6, web page  500  illustrates an embodiment of a web page for updating the customer service order. The service personnel access the computer system  20   a  to update the service order. The web page  500  includes fields for previously input information  510 ,  520 ,  540  and  550 . These fields are automatically populated with the appropriate information drawn from the account database and the order database. The update screen  500  includes the customer account information  510  obtained from the account database and a description of the service chosen  520  obtained from the order database. The web page  500  also includes the shipping method  540  and customer shipping number  550  obtained from the order database.  
         [0055]    The update screen also includes data fields for new information  530 ,  542 , which will be stored in the update database  66 . The new information includes the status of the calibration of the device  530  and the tracking number for returning the device  542 . The service personnel updates the status of the testing service by clicking either “OK” or “Failed”. Of course, more detailed information regarding the servicing could be included. For example, the status  530  could constitute or incorporate a test box wherein the service personnel could draft a short report to the customer, perhaps notifying the customer of certain parts that need to be ordered. If the device has passed, the service personnel may enter the tracking number  542  for returning the device via a standard delivery means that uses tracking. The tracking number  542  relates to the reference number of the shipping service. For example, both Federal Express® and United Parcel Service® have Internet websites where the customer and service personnel can track the shipment of the device using the tracking number  542 .  
         [0056]    The service personnel completes the update of the service order by clicking a “Submit” button  560 . The computer system  20   a  automatically constructs an update email notification preferably by accessing the relevant data in the account, order, and update databases  62 ,  64 , and  66 , although it is contemplated that only the update data may be necessary. The e-mail is then forwarded to the customer&#39;s e-mail address. The notification indicates the result of the testing service for the device. Separate updates are made on each device so that e-mails are sent for each device. Each of the e-mails indicates whether the particular device has either passed or failed the selected testing service or may also contain a short report as mentioned above. Sending the e-mail notification provides the customer with information they will need in deciding whether to have the device returned or repaired.  
         [0057]    Returning to FIG. 3B, updating the device as passing the test on the service order automatically generates an e-mail of the passing status of the device (Block  232 ). The e-mail is then automatically sent to the e-mail address of the customer (Line  233 ). The customer receives the notification of the status through their e-mail address (Block  122 ). The service company personnel need only flag the device as passing the test in order to send the e-mail notification to the customer. The computer system  20   a  utilizes a pre-configured e-mail compiling information from the account database and order database. After notifying the customer of the passing test, the device is then returned to the customer. The return shipping method and payment method for completing the service order comes directly from the order database.  
         [0058]    By updating the device as failing the testing service on the service order, an email of the failing status of the device is automatically generated (Block  236 ) and sent to the customer (Line  233 ). The customer receives the notification of the status through their e-mail address (Block  122 ). Again, the service company personnel need only flag the device as failing in order to send the e-mail notification to the customer. The computer system  20   a  utilizes a pre-configured e-mail compiling information from the account database and order database. The customer may then respond to the e-mail notification of the failing test result (Block  124 ). The customer may decide to have the defective device returned or have the device repaired and recalibrated. The customer replies to the e-mail and provides their instructions for the defective device (Line  125 ). Based on the customer&#39;s instruction, the device is returned to the customer (Block  240 ) or sent for repairs (Block  242 ).  
         [0059]    While the invention has been described with reference to the preferred embodiments, obvious modifications and alterations are possible by those skilled in the related art. Therefore, it is intended that the invention include all such modifications and alterations to the full extent that they come within the scope of the following claims or the equivalents thereof.