Methods and systems for connected sales associate services

• US 10,242,343 B2
• Filed: 06/01/2012
• Issued: 03/26/2019
• Est. Priority Date: 04/03/2012
• Status: Active Grant

• Current Assignee: Transform Sr Brands, LLC (ESL Investments, Inc.)
• Original Assignee: Sears Brands LLC (Sears Holdings Corporation)
• Inventors: Bylahalli, Gopalakrishna, Patil, Gunendra Vasant, Masood, Rafeh, Hixenbaugh, Jason
• Primary Examiner(s): Padot, Timothy
• Application Number:
  US13/486,831
• Publication Number:
  US 20130263008A1
• Time in Patent Office: 2,489 Days
• Field of Search: 705 712, 705 713, 705 271, 705 272
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/063118 Staff planning in a project environment
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/103 Workflow collaboration or project management
• CPC Class Codes: G06Q 10/1091 Recording time for administrative or management purposes
• CPC Class Codes: G06Q 20/20 Point-of-sale [POS] network systems
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0261 based on user location
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 30/0639 Item locations
• CPC Class Codes: G06Q 50/01 Social networking

Abstract

A method and system for providing a connected sales associate service application via a mobile device. The application provides for an integrated platform upon which various tools for providing support to a sales associate are built. The application includes a database of information regarding the sales associates and operational information regarding a retail establishment, and provides a user interface for allowing the sales associate to access a central server for the retail establishment along with multiple additional sales associates on multiple additional mobile devices. The user interface enables the store associate to initialize and conduct VoIP calls with any of the other additional sales associates through each of their respective mobile devices. In addition, stationary user interfaces can be positioned throughout the store to enable customers to request assistance from sales associates.

Claims

1. A non-transitory computer-readable media having stored thereon computer executable instructions, wherein the instructions perform steps for connecting a sales associate to a central server via a mobile computing device, comprising:

hosting a database of information regarding sales associates and a retail establishment;

providing a first user interface comprising user interface elements for allowing the sales associate to access, via a network, the central server for the retail establishment, the central server allowing multiple additional sales associates on multiple additional mobile devices to access the central server;

providing mobile point-of-sale support by providing that the user interface includes a touch-sensitive screen configured to enter commands and information;

accessing, via the user interface, multiple channels using a single mobile platform for use by the sales associate, wherein the multiple channels include a customer social networking channel and one or more of a retail channel, a financial channel, a voice over Internet protocol communications channel, a customer rewards channel, and a mobile point-of-sale channel, wherein the sales associate provides, through the customer social networking channel, a customized and personal shopping experience for multiple customers while maintaining retail location mobility;

determining, by one or more location-determining devices, real-time locations in the retail establishment of the sales associates and customers that check-in; and

causing the user interface to display a list view and a map view of the sales associates and the customers that check-in, wherein the user interface is configured to initiate communications with a particular customer via a selection of one or more graphical user interface elements corresponding to the particular customer on a map of the retail establishment, wherein the user interface is configured to initiate communications with a particular sales associate via a selection of one or more graphical user interface elements corresponding to the particular sales associate on the map of the retail establishment,

wherein the user interface is configured to provide the sales associate with daily task lists, lead management, time-clock management, and sales metrics,

wherein the user interface is configured to inform the sales associate when a particular customer checks in and is present in the retail establishment,

wherein the single mobile platform for use by the sales associate is configured for voice communications with one or more Internet-enabled customer interfaces positioned in the retail establishment, wherein the one or more Internet-enabled customer interfaces are configured to provide a map view of locations of sales associates in the retail establishment, wherein the map view is configured to filter the map view according to criteria including by sales associate and item for sale,

wherein the user interface causes the central server to return and display information over the network regarding the sales associates accessing the central server, and

wherein the user interface allows the sales associate to select the displayed information regarding one of the sales associates accessing the central server to initialize a voice over Internet protocol audio communication therewith over the network.

2. The non-transitory computer-readable media as defined in claim 1, wherein the instructions enable the sales associate to query the central server to provide a dynamic list of the multiple additional sales associates who are logged into the central server via their respective multiple additional mobile devices.

3. The non-transitory computer-readable media as defined in claim 2, wherein the instructions provide for displaying in a list view the multiple additional sales associates who are logged into the central server, and wherein the instructions provide for displaying in a map view the multiple additional sales associates who are logged into the central server.

4. The non-transitory computer-readable media as defined in claim 2,

wherein the user interface includes a voice over Internet protocol application that, when opened, creates an active transmission control protocol connection over the network and subsequently receives, via the connection, keep-awake messages a plurality of times per minute,

wherein the central server can detect when the voice over Internet protocol application is closed and stop sending the keep-awake messages, and

wherein, by utilizing a session initiation protocol, the voice over Internet protocol application is configured to provide live voice communications and concurrently allow other applications to operate independently of the live voice communications.

5. The non-transitory computer-readable media as defined in claim 1, wherein the first user interface is provided on one or more of a mobile personal computer, a personal-digital assistant (“

PDA”

), a cellular telephone, a mobile device, a tablet, and an ereader.

6. The non-transitory computer-readable media as defined in claim 1, wherein the instructions provide for enabling audio communications across different operating systems, or wherein the instructions provide for enabling the mobile computing device to alternatively suspend operation by receiving a series of intermittent messages from the central server, and to re-establish operation upon receiving a call request embedded in one of the intermittent messages.

7. The non-transitory computer-readable media as defined in claim 1, wherein the user interface is configured to provide a sales associate with a map of the retail establishment showing the particular customer on the map after the particular customer has checked in, provide access to online social media content concerning the particular customer, and provide access to online social media content concerning the retail establishment.

10. The non-transitory computer-readable media as defined in claim 1, wherein the first user interface provides a platform configured to provide financial tools, marketing tools, POS services, and social networking tools.

21. The non-transitory computer-readable media as defined in claim 1, wherein the voice over Internet protocol application receives incoming calls without maintaining a persistent network connection.

8. A non-transitory computer-readable media having stored thereon computer executable instructions, wherein the instructions perform steps for enabling a store customer to connect with one of a plurality of sales associates, comprising:

hosting a database of information regarding the plurality of sales associates and a retail establishment;

providing a mobile first user interface comprising user interface elements for allowing a sales associate to access, via a network, a central server for the retail establishment, the central server allowing multiple additional sales associates on multiple additional mobile devices to access the central server;

providing mobile point-of-sale support by providing that the mobile first user interface includes a touch-sensitive screen configured to enter commands and information;

accessing, via the mobile first user interface, multiple channels using a single mobile platform for use by the sales associate, wherein the multiple channels include a customer social networking channel and one or more of a retail channel, a financial channel, a voice over Internet protocol communications channel, a customer rewards channel, and a mobile point-of-sale channel, wherein the sales associate provides, through the customer social networking channel, a customized and personal shopping experience for multiple customers while maintaining retail location mobility;

determining, by one or more location-determining devices, real-time locations in the retail establishment of the sales associates and customers that check-in; and

causing the user interface to display a list view and a map view of the sales associates and the customers that check-in, wherein the user interface is configured to initiate communications with a particular customer via a selection of one or more graphical user interface elements corresponding to the particular customer on a map of the retail establishment, wherein the user interface is configured to initiate communications with a particular sales associate via a selection of one or more graphical user interface elements corresponding to the particular sales associate on the map of the retail establishment,

wherein the single mobile platform for use by the sales associate is configured for voice communications with one or more Internet-enabled customer interfaces positioned in the retail establishment, wherein the one or more Internet-enabled customer interfaces are configured to provide a map view of locations of sales associates, wherein the map view is configured to accent and remove particular sales associates and particular items for sale on the map view,

wherein the mobile first user interface causes the central server to return and display information over the network regarding the store customer and the first location,

wherein the mobile first user interface is configured to provide the sales associate with daily task lists, lead management, time-clock management, and sales metrics, and

wherein the mobile first user interface is configured to inform the sales associate when a particular customer checks in and is present in the retail establishment.

11. The non-transitory computer-readable media as defined in claim 8, wherein the mobile first user interface provides a platform configured to provide daily task lists, time-clock management, social media, store statistics, and store performance, and wherein a voice over Internet protocol application of the platform is configured to provide a gamified diversion during a sales-associate experience.

13. The non-transitory computer-readable media as defined in claim 8,

wherein the mobile first user interface includes a voice over Internet protocol application that, when opened, creates an active transmission control protocol connection over the network and subsequently receives, via the connection, keep-awake messages a plurality of times per minute,

wherein the central server can detect when the voice over Internet protocol application is closed and stop sending the keep-awake messages, and

wherein, by utilizing a session initiation protocol, the voice over Internet protocol application is configured to provide live voice communications and concurrently allow other applications to operate independently of the live voice communications.

15. The non-transitory computer-readable media as defined in claim 8, wherein the mobile first user interface is configured to allow the sales associate to designate a customer lead item within a list as requiring a follow-up action.

17. The non-transitory computer-readable media as defined in claim 8, wherein the mobile first user interface is configured to provide management tools to a manager and associate tools to an associate, or wherein the mobile first user interface is configured to provide the sales associate with a punch tool application.

18. The non-transitory computer-readable media as defined in claim 8, wherein the mobile first user interface is configured to enable the sales associate to communicate with another sales associate by selecting an icon representing the other sales associate on the map and to communicate with a customer by selecting an icon representing the customer on the map.

9. A non-transitory computer-readable media having stored thereon computer executable instructions, wherein the instructions perform steps for enabling a store customer to connect with one of a plurality of sales associates, comprising:

hosting a database of information regarding the plurality of sales associates and a retail establishment;

providing a mobile first user interface comprising user interface elements for allowing a sales associate to access, via a network, a central server for the retail establishment, the central server allowing multiple additional sales associates on multiple additional mobile devices to access the central server, wherein the central server maintains a list of locations corresponding to the plurality of sales associates;

providing mobile point-of-sale support by providing that the first user interface includes a touch-sensitive screen configured to enter commands and information;

accessing, via the first user interface, multiple channels using a single mobile platform for use by the sales associate, wherein the multiple channels include a customer social networking channel and one or more of a retail channel, a financial channel, a voice over Internet protocol communications channel, a customer rewards channel, and a mobile point-of-sale channel, wherein the sales associate provides, through the customer social networking channel, a customized and personal shopping experience for multiple customers while maintaining retail location mobility;

determining, by one or more location-determining devices, real-time locations in the retail establishment of the sales associates and customers that check-in; and

causing the user interface to display a list view and a map view of the sales associates and the customers that check-in, wherein the user interface is configured to initiate communications with a particular customer via a selection of one or more graphical user interface elements corresponding to the particular customer on a map of the retail establishment, wherein the user interface is configured to initiate communications with a particular sales associate via a selection of one or more graphical user interface elements corresponding to the particular sales associate on the map of the retail establishment,

wherein the single mobile platform for use by the sales associate is configured for voice communications with one or more Internet-enabled customer interfaces positioned in the retail establishment, wherein the one or more Internet-enabled customer interfaces are configured to provide a map view of locations of sales associates and items for sale,

wherein the second user interface causes the central server to return and display information over the network regarding the list of locations corresponding to the plurality of sales associates,

wherein the mobile first user interface provides point of sale services for the store customer,

wherein the user interface is configured to provide the sales associate with daily task lists, lead management, punch-clock time management, and sales metrics,

wherein the user interface is configured to inform the sales associate when a particular customer checks in and is present in the retail establishment,

wherein the mobile first user interface includes a voice over Internet protocol application that is configured to provide live voice communications and concurrently allows other applications of the platform to operate independently of the live voice communications, and wherein the voice over Internet protocol application of the platform is configured to provide a gamified diversion during a sales associate experience.

12. The non-transitory computer-readable media as defined in claim 9, wherein the database of information includes information about sales associates in different stores.

14. The non-transitory computer-readable media as defined in claim 9,

wherein the voice over Internet protocol application, when opened, creates an active transmission control protocol connection over the network and subsequently receives, via the connection, keep-awake messages a plurality of times per minute,

wherein the central server can detect when the voice over Internet protocol application is closed and stop sending the keep-awake messages, and

wherein the voice over Internet protocol application uses a session initiation protocol.

16. The non-transitory computer-readable media as defined in claim 9, wherein the mobile first user interface is configured to allow the sales associate to add or modify one or more customer leads in a lead management list.

19. The non-transitory computer-readable media as defined in claim 9, wherein the mobile first user interface is configured to track amount of time spent by sales associate on each of a plurality of daily activities at the retail establishment.

20. The non-transitory computer-readable media as defined in claim 19, wherein daily activities include one or more of pricing changes, stacking shelves, and stockroom activities, or wherein the instructions provide that the single mobile platform is configured to provide a push-to-talk application.