WO2000079755A2

WO2000079755A2 - Method for processing orders with a data network

Info

Publication number: WO2000079755A2
Application number: PCT/DE2000/002013
Authority: WO
Inventors: Arnold Braun
Original assignee: Siemens Aktiengesellschaft
Priority date: 1999-06-22
Filing date: 2000-06-19
Publication date: 2000-12-28
Also published as: WO2000079755A3; DE19928577A1

Abstract

The invention relates to a method for processing orders with a data network, especially using the World Wide Web. The invention is characterised in that order markers are automatically generated in response to a order and the e-mail address of the client is determined by accessing client data in a database. The order confirmation is then sent to this e-mail address. Said confirmation contains a hyperlink to an order ticket to which the client who has placed the order can refer at any time in order to determine the current status of his/her order. The party processing the order updates the status in this ticket and the client who has placed the order receives access to it. This improves the supply of information to the client who has placed the order and relieves the party processing the order of the burden of constantly having to give out status information.

Description

description

Procedure for order processing with a data network

The invention relates to a method for order processing of applying work using a data network, the special ^¬ a process m the rapid elimination of errors is networked computer systems.

The use of data networks, such as the World

Wide Web, or the Internet / Intranet, is becoming increasingly important. As the number of users of these data networks increases, so does the number of network users who can be reached via electronic messaging services, such as e-mail services. Various software providers offer programs that allow a user to conveniently send electronic mail to a network.

In this context, the

Standard SMTP (Simple Mail Transfer Protocol) enforced. The use of such news services is therefore particularly suitable for users of electronic devices, such as personal computers or other network access devices. The interaction with the data network takes place with the help of so-called browsers, which allow easy access to the data of the data network. The browser serves as the user interface and interface to the network. The visualization, the administration and the access to frequently used data sets is made considerably easier.

The data network can also be used to place orders, such as purchase orders or work orders. In particular, the network offers advantages when fast

Order processing is required, as is indispensable in connection with disturbances in data processing equipment. For example, the company Remedy currently offers www. re edy. com their Customer Relation Management Solutions, which allow customer support based on the World Wide Web and e-mail services.

UPS (United Parcel Service) also offers a system for order processing, in which the current location of a parcel can be determined using the World Wide Web with the help of a specific shipping number. The processing of shipping orders can be found at www.ups. com / trakkmg / trakking.html by entering the number and other specific access data.

The object on which the invention is based is to improve the processing of an order with the aid of a data network, in particular by improving the client's information about the current status of his order.

This object is achieved by a method for order processing with a data network according to the features of claim 1. Further developments of the invention result from the dependent claims Chen.

According to the invention, a message about access to the status information of his order is sent to a customer particularly advantageously according to the invention immediately after receipt and entry of his order via an electronic message service. In this way, the customer receives information that his order has been accepted and how he can query the status of his order at any time. This notification is particularly advantageously sent regardless of the manner in which the order was placed, whether by fax, by telephone, or also by electronic mail or other communication media. It is advantageous to determine the postal addresses of In ^¬ contracting entities in the respective contractor a database of such addresses exist. Award in connection with the contract ^¬ and the award of a contract reference number serves on specific data of the client assigning its address on the data network. After that, the electronic order confirmation will automatically be sent to the appropriate address.

It is particularly advantageous that the order is placed via electronic mail, the address of a mandate from ^¬ bers, the sender details are taken of the electronic mail form, in the case. This eliminates the time-consuming administration and operation of a database.

In a further development of the method described, an order reference identifier is sent to a client with which he receives access to status information of his order. In this way, a clear assignment between client and order is established and automatic access on the part of the client to the status information of his order is made possible.

In a further development of the described method, an order identifier in the form of an electronic reference, also called a hyperlink, is particularly advantageously delivered. In this way, the client receives the greatest possible convenience in handling the information about his order and can use the full performance of the data network because the hyperlink always refers to the status information of his order. So he can get the current status information at any time by simply selecting this hyperlink. Particularly advantageous will be based on in a further development of the popu ^¬ written procedure as a data network, the World Wide Web, because this network is widespread, and let there be used, the use of electronic references meters form of hyperlinks comfortable.

In a further development of the described method, orders about existing faults are processed in a data network and status information about the current status of the remedial measures is transmitted, because in this way the synergies between order and order processing can be used particularly well.

The client receives a copy of the order form, which contains the order identifier in the form of a selectable hyperlink, particularly advantageously as a message about the confirmation of his order. In this way, the client can easily understand whether his order has arrived correctly and the status of his order. The contractor can advantageously generate such an order confirmation easily and automatically if there customer data in the form of electronic addresses can be referenced and order identifiers can be generated automatically.

The client also receives a message particularly advantageously when his order has been processed. In this way, he knows that the process is complete and does not have to determine this by accident by selecting the electronic link.

Exemplary embodiments of the invention are explained in more detail below with reference to figures.

Figure 1 shows an electronic data network with databases and access options. Figure 2 shows an example of an electronic order placement form.

FIG. 3 shows an example of a completed electronic form for placing an order, with an order reference number.

Figure 4 shows the example of an electronic message, with a hyperlink to reference status information of the order placed.

As Figure 1 shows, a Minimalkonflguration order processing with an electronic data network from a telephone TEL, a Telefonverbmdung to a computer RE can hen a contractor and a personal computer PC with a picture ^¬ shield BS, which is connected to a data network 200 consist. There are databases on the contractor's computer RE

DB1 and DB2 connected, with which databases are managed via the electronic addresses of clients. For example, the following happens when the order is placed. The client calls the contractor's data center, for example, whereupon data identifying the client are entered into the computer RE. Using this data, which is stored, for example, in a database DB1, the computer can determine and assign client addresses stored in a database DB2, as well as automatically send an electronic mail, which sends the client a message about his order acceptance. The client can then call up this information on the screen BS on his PC, which is connected to the data network 200.

An assignment of the client to a client address can take place, for example, on the basis of job information, such as certain job types, the name of the customer, the address of the customer, the company name of the client or special customer reference numbers. There is also the possibility of placing an order by fax or by entering on the screen BS of the personal computer PC. Example as can be done to accompany the Symptoms of a faulty DV EXPOSED an appropriate representation of the per ^¬ weiligen device on the screen and a menugefuhrte instructions are displayed to the problem description on the screen BS. Here is a telephone with certain keys ABC, DEF is shown, which may have malfunctions, for example.

Such a method offers advantages in particular in the handling of interference cases in data processing systems. In this way, error messages, for example, with the help of a browser m the system to be entered and the appli ^¬ which is independent of the current availability of a pro ^¬ problem Hot Line. There is also the option of currently tracking the status of an order, for example in the form of order tickets. Complicated facts, such as complex path names, can advantageously be entered directly or pasted in using copy and paste. Advantageously, an order identifier can be generated automatically immediately after the order has been sent and the order can be classified into an order queue. The client particularly advantageously has access to the status information at all times and the possibility of tracking the problem solving of his order by updating the status. In particular, such an order system can also be used in connection with the intranet and in-house IT applications.

FIG. 2 shows an example of the problem reporting form in the form of a browser window, that is to say a common interface to a data network. It is used to describe a DV-specific problem in the context of an in-house DV application. For example, the user enters his identification in a menu line MIO. The corresponding problem, or the order to be executed, is described in a menu line M20. The order is sent with a dialog box M30, ie sent to the contractor. The representation of the browser window F100 is of course not limited to the menu items and text components shown. Rather, it can be made completely arbitrary in order processing m depending on the client and on ^¬ contract operator, and of their needs. All text ^¬ are not ingredients explained, because these are not essential self-descriptive, and for understanding the invention.

The presentation m Figure 3 shows by way of Browserfen- sters, a job ticket, on the basis of the data was generated, were m on the type of representation of Figure 2 inputted via the mandate from ^¬ and sent to the contractor. For example, a specific ^¬ on the ticket is a menu bar m M40 carrying reference designation have been automatically generated, which, for example, m the form of a hyperlink automatic access of the client m on the status information is permitted. Using the M20Q menu line, the client can understand whether the problem description has been correctly received by the contractor. On the basis of the information which is displayed in the browser window m FIG. 3, the client can understand that his job m has been placed in a queue and in what way his problem description or his job has reached the contractor.

After the assignment of an order identifier or the order reference identifier, it is preferably no longer possible to make changes within the ticket. Based on a status entry MST, the client can recognize the current status of the order. Here "NEW" indicates that the order has been entered but has not yet been processed. A wide variety of messages about the status of the order can appear in this status line. For example, there is the option of updating the status via various predefined intermediate statuses during order processing. For example, the position of the order can also be displayed in a queue. will be given, or an estimated time until the order is processed. It is also possible to indicate that the processing of the order is currently is suspended or that the processing of the order has started. Of course, there is also the option of displaying the completion of the order in this status line. Of applying, ^¬ ges automatically sent a message on the execution of In ^¬ Trages to the client so that it does not m constantly repeating fashion over the hyperlink m form is ^¬ nes order identifier access the straight current ticket ^¬ must be preferably after completion.

As an example, FIG. 4 shows an electronic message which appears in a browser window and is sent by the contractor to the electronic message address of the client in response to the order being placed by the client. In this way, the client automatically receives a message that his order has arrived and the possibility to determine the status of his order. In particular, there is an electronic reference in this message, which is preferably in the form of a hyperlink. By simply clicking on this hyperlink M40V, the client receives the representation from FIG. 3 on the screen, with which the status is updated in the form of an entry MST. In particular, it contains information about the number of its ticket, the status of the ticket, the date of the order start, a change date and information about the troubleshooting or the completion of the order.

SMTP addresses are preferably administered in the database in the system for the customer addresses. In connection with the order processing, further customer-specific data, as already explained in the description of FIG. 1, can be managed and stored at the contractor. The automatic generation of an electronic message is included for example, as follows. The data storage about the order processing of orders and the data storage of specific customer data are linked via active links. When awarding contracts on the part of a client, ie the creation of a ticket the customer's name, or client, for example, chosen from a list of ^¬ and m this moment an active link is triggered, which the personal data of the customer m the to be created ticket , especially the customer's e-mail address, in a special field. As soon as that

If the ticket is sent by the customer, another active link ensures that an order confirmation message is sent to the customer's or client's e-mail address, which in particular includes the correct data about the type of problem, the order number and the problem description this post will be entered. In particular, a correct hyperlink is entered on his ticket in this electronic mail. The type of this solution has the advantage that the client can at any time, if he is interested, inquire about the status of his order, that he will receive feedback on the type of problem reported and on the type of completion of his order. In this way, the contractor is also relieved to a considerable extent because he does not have to continuously provide information about the status of orders.

Claims

claims

1. Method for order processing with a data network, a) in which a customer is assigned an address of an electronic message service that can be operated on the data network (200), b) in the case of status information relating to the processing status of the order for an order of the customer

(MST) is provided for the data network (200), c) and in which the customer on the address a Announcement ^¬ averaging over access to the status information (MST) are obtained.

2. The method according to claim 1, in which the order is placed by telephone by the client (TEL, 100) and the address is provided on the basis of client-specific information via the data network (200).

3. The method according to claim 1, in which the order is placed by the client by electronic mail and the address as the sender address of this mail is assigned to the client.

4. The method according to any one of the preceding claims, in which an order-specific order identifier (N40) is automatically generated for the order and the client receives the order identifier via the message.

5. The method according to claim 4, in which the status information (MST) can be referenced by means of the order identifier (N40).

6. The method according to claim 5, wherein the order identifier (N40) is designed as an electronic reference, which always refers to the current status information (MST) when it is selected.

7. The method according to any one of the preceding claims, in which the World Wide Web is used as the data network (200).

8. The method according to claim 7, in which an electronic order form with status information (MST) is used, and a ^{hyperlink is} used as a reference (M40).

9. The method according to any one of the preceding claims, in which status information of a data processing network is managed as orders and the status of the fault rectification is used as status information (MST).

10. The method according to any one of claims 8 or 9, wherein the customer receives a copy of an order form with the order identifier (M40) via electronic mail to his address, which has the order identifier (M40) as a hyperlink.

11. The method according to any one of the preceding claims, in which the client receives a notification when his order has been executed.