SYSTEM AND METHOD FOR INTEGRATED CUSTOMER MANAGEMENT

• US 20020046086A1
• Filed: 12/30/1999
• Published: 04/18/2002
• Est. Priority Date: 12/30/1999
• Status: Active Grant

• Current Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Original Assignee: Chase Bank USA National Association (JP Morgan Chase & Co)
• Inventors: PLETZ, TRACY, CALLAHAN, WILLIAM T.
• Granted Patent: US 6,965,865 B2
• Time in Patent Office: Days
• US Class Current: 705/14
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: G06Q 30/0241 Advertisements
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: Y10S 707/99931 Database or file accessing

Abstract

An automated system and method for customer management deploys customer databases to profile customer service requests for distribution to appropriately assigned agent representatives. The representatives adopt particular roles according to customer care volume, inquiry type, time of day and other customer management needs. Consumer profiles may be accessed in real time to combine customer care events with cross-selling and other promotions related to the consumer'"'"'s transaction history and other factors.

Claims

1. An automated customer management system, the system including a data entry processing center, a workstation, a graphical user interface, and a data storing means, comprising:

interface means, the interface means receiving a consumer inquiry via at least one communications channel; and

assignment means, the assignment means communicating with the interface means and assigning agents to separately defined roles based on the consumer inquiry, the roles comprising;

(i) an advisor;

(ii) a researcher;

(iii) a quality assurance representative;

(iv) a librarian;

(v) an administrator.

2. The system of claim 1, wherein the advisor handles all incoming consumer inquiries, reminders, follow-ups or fulfillments received via the at least one communications channel.

3. The system of claim 1, wherein the researcher performs all research associated with a consumer inquiry.

4. The system of claim 1, wherein the quality assurance representative is responsible for assuring that all responses to consumer inquiries and fulfillment confirmations comply with predetermined quality assurance standards.

5. The system of claim 1, wherein the librarian maintains information in the research library and assures that the information is updated and maintains a valid copyright license.

6. The system of claim 1, wherein the administrator'"'"'s responsibilities include maintaining the system'"'"'s customer service representative community, monitoring and managing queues, and creating broadcast ticklers.

7. A method for customer management via an automated system, the system including a data entry processing center, a workstation, a graphical user interface, and a data storing means, comprising:

assigning agents to separately defined roles based on the consumer inquiry, the roles comprising;

receiving a consumer inquiry via at least one communications channel; and

(i) an advisor;

(ii) a researcher;

(iii) a quality assurance representative;

(iv) a librarian;

(v) an administrator.

8. The method of claim 7, wherein the advisor handles all incoming consumer inquiries, reminders, follow-ups or fulfillments received via the at least one communications channel.

9. The method of claim 7, wherein the researcher performs all research associated with a consumer inquiry.

10. The method of claim 7, wherein the quality assurance representative is responsible for assuring that all responses to consumer inquiries and fulfillment confirmations comply with predetermined quality assurance standards.

11. The method of claim 7, wherein the librarian maintains information in the research library and assures that the information is updated and maintains a valid copyright license.

12. The method of claim 7, wherein the administrator'"'"'s responsibilities include maintaining the system'"'"'s customer service representative community, monitoring and managing queues, and creating broadcast ticklers.