Patent Application
20060149612
1. Field of the Invention
The present invention is related to product support management and more particularly to reporting product problem solutions, e.g., to a customer service organization.
2. Background Description
Corporations maintain customer service organizations to address customer problems with products to insure customer product satisfaction. Typically customers are given a number to call or an e-mail address to contact if they should have questions about or, encounter problems with products. As each problem is reported, it is assigned a problem report reference number for tracking progress towards problem resolution, both by customers and by the customer service organization. Once a problem is reported and a problem record reference number is assigned, one or more Customer Service Representative(s) (CSRs) is/are assigned the responsibility of finding a solution to the particular problem. Once the problem is resolved, the CSR reports the steps or actions to resolve the problem to the customer service organization and the report is logged to close the problem reference number. Many customer service organizations use shorthand type of codes to improve reporting efficiency and reduce valuable CSR time spent reporting problem resolutions.
For example, in the past CSRs have resorted to using hardcopy lists of shorthand codes or acronyms, such as Technical Area Codes (TAC), to encode and decipher problems and resolutions for each particular problem. Typically, the CSR carried hardcopy volumes of these TACs along on a service call and would refer to those volumes when filling out his/her service report. However, because maintaining these lists and continually printing and distributing updated hard copies was costly. Further, with each newly added or deleted code, these volumes were out of date. More recently, the CSR has provided feedback on-line, recorded in a 60-80 character field, e.g., as a Quality Service Activity Report (QSAR). A typical QSAR does not provide much information, much less detailed information on actions the CSR has taken to resolve a given problem. Often several different customers encounter very similar problems or identically described problems may occur repeatedly with the same system, subsystem or subassembly. Unfortunately, QSARs still do not do much to help the CSR describe the subtle variations on resolutions to these similar problems.
With the typically large volume of problem reports it may be impractical to have each CSR report each problem individually. Also, the typical QSAR provides very limited information. So, the same detailed information may be recollected each time the same or a slightly different variation on the same problem occurs. Sifting and collating problem reports to reduce them to a more manageable number is a daunting task. Adding problem reports as the information is being sifted further exacerbates this problem. Furthermore, technology is changing so rapidly today that problem codes may be directed at stale problems or obsolete solutions. Consequently, customer service organizations expend considerable energy and company resources collecting and maintaining adequate problem report documentation.
Thus, there is a need for improved methods of keeping CSRs up to date and that facilitates quickly reporting specific solutions to product problems.
It is a purpose of the invention to improve product support;
It is another purpose of the invention to reduce customer service time and effort expended in collecting product problem data;
It is yet another purpose of the invention to provide specific and up to date descriptions of program product problem resolutions.
The present invention relates to a product service reporting system, method and program product for reporting product problem resolutions. A service code database contains service code records of previously encountered product problem and associated problem solutions. The service code database is sorted based on service code. Problems and associated problem solutions for specific products are entered in the service code database thorough a service code input interface. Service code records are hierarchically searched by field through a customer service input interface.
The foregoing and other objects, aspects and advantages will be better understood from the following detailed description of a preferred embodiment of the invention with reference to the drawings, in which:
So, a user (a customer or a CSR) can enter problem reports through one of the customer service terminals 112 or customer service units 114. Then, the user hierarchically searches the service code database 104 (e.g., using search engine 110) to select a record that specifically matches the problem how it was resolved. Preferably, the service code records 106 are sorted in ascending alphabetic order by field for quicker searching. Each service code record 106 may include a problem repair action (RA) of any length and detail. The repair action may be remotely updated (e.g., from the product management terminal 108) to improve problem isolation to a specific problem set. Further, service code database 104 updates may be distributed, e.g., e-mailed 118, and service codes may be returned (also e-mailed 118) as a service event.
Thus, it may be determined through data mining or otherwise that one service code is associated with a high number of reported part or non-parts activity requests on a given machine area. For example, an unusually high number of adjustments are being required to the accessor assembly in a mass storage system. This may indicate that that particular service code is too generic to provide problem tracking with sufficient specificity and that the service code covers a number of different related/unrelated problems. In response, the list of service codes or service code records 106 may be dynamically updated, interactively asking service personnel additional questions on the specific service action in real time to elicit responses that improve problem isolation. Thereafter, service codes may be quickly and automatically updated in all service appliances or servers worldwide, e.g., at local copies of the service code database 110. Thus, instead of relying on very limited information in QSAR data with multiple follow-up calls to service personnel (sometimes occurring weeks or months later) to obtain information with necessary specificity; the preferred embodiment product service reporting system 100 collects very specific and timely data seamlessly and nearly automatically.
Thus, advantageously, instead of relying on very limited information in QSAR data or being plagued with multiple costly follow up calls to service personnel to obtain service information; the preferred embodiment product service reporting system 100 collects timely service data and, seamlessly and nearly automatically, provides service personnel with specifically tailored and descriptive service codes. The preferred embodiment product service reporting system minimizes or nearly eliminates field reporting delays and especially expensive follow up calls that previously occurred only well after the problem details have been forgotten. Since the CSR can enter the data and update service codes on the fly and in real time in a preferred embodiment system, database updates take place immediately rather than weeks or months after the problem. In a further advantage of the present invention, the service code activity may be monitored and service codes updated in response to elicit more specific feedback information from the field. Thus, persistent problems can be isolated and eliminated. Coincidentally, service information can be synchronized for all connected machines, worldwide and the collected information may be seamlessly and automatically returned to the customer service organization.
While the invention has been described in terms of preferred embodiments, those skilled in the art will recognize that the invention can be practiced with modification within the spirit and scope of the appended claims. It is intended that all such variations and modifications fall within the scope of the appended claims. Examples and drawings are, accordingly, to be regarded as illustrative rather than restrictive.
