Method, system, and program for customer service and support management

• US 20020156797A1
• Filed: 03/29/2002
• Published: 10/24/2002
• Est. Priority Date: 04/04/2001
• Status: Abandoned Application

• Current Assignee: Alorica Incorporated
• Original Assignee: Alorica Incorporated
• Inventors: Edwards, Carrie, Chi, Sam, Lee, Andy, Sun, Shyh-Tyng Edward, Hao, Paul, Tran, Vu, Hsu, Hsyh-Min, Tseng, Tracy, Dentz, Connie
• Application Number:
  US10/112,585
• Publication Number:
  US 20020156797A1
• Time in Patent Office: Days
• US Class Current: 707/200
• CPC Class Codes: G06F 16/20 of structured data, e.g. relational data
• CPC Class Codes: G06Q 30/00 Commerce

Abstract

In accordance with the present invention, a method, system, and program for managing the customer and product information of a client by maintaining a common database is disclosed. The present invention connects the client, call center, repair facility and warehouse to efficiently coordinate the customer and product management process. By allowing access to a common database, a user can view and update changes in the customer and product management process in real time increasing the communication and efficiency of delivering service to a customer.

Claims

1. A program for managing customer and product information over a network using a multi-functional management tool comprising a computer usable media including at least one computer program embedded therein that is capable or causing at least one computer to perform:

interlinking with a point-of-sale web-portal to search a product and to display the product'"'"'s image and information over the network;

processing a payment for a purchase of the product or an extended warranty from the information stored in a customer record;

updating the customer and product records to account for the purchase of the product; and

updating the customer record to account for the purchase of the extended warranty.

2. A method for managing customer, product and vendor information over a network using a multi-functional management tool, comprising:

generating a customer database including customer records, wherein each customer record tracks a customer;

generating a product database including product records, wherein each product record tracks a product;

generating a vendor database including vendor inventory records, wherein each inventory record tracks vendor inventory;

updating the customer database from information received from the customer to add or modify a specific customer record indicating customer contact and product purchase information about the customer;

updating the product database from information received from a client to add or modify a specific product record indicating product information;

updating the vendor database from information received from the vendor to add or modify a specific vendor inventory record indicating vendor contact and inventory information; and

providing customer, product and vendor record information in the database to a requesting client representative.