System and method for customer knowledge respository

• US 20020188497A1
• Filed: 06/12/2001
• Published: 12/12/2002
• Est. Priority Date: 06/12/2001
• Status: Abandoned Application

• Current Assignee: Bank One Corporation (JP Morgan Chase & Co)
• Original Assignee: Bank One Corporation (JP Morgan Chase & Co)
• Inventors: Cerwin, Francis Anthony
• Application Number:
  US09/878,393
• Publication Number:
  US 20020188497A1
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0205 Location or geographical consideration

Abstract

A system and method providing an integrated, comprehensive, centralized repository of customer relationships, channel access, customer analysis, and customer servicing information for retrieval and update when servicing customers or otherwise requested. The present invention provides an integrated front-end and seamless access to customer information for providing integration of production and service delivery processes to enhance an entity'"'"'s knowledge of customers (and/or potential customers) and the customer'"'"'s specific needs. The present invention further provides a method and system for identifying customers and interacting with the customers at an individual or grouped level. A customer knowledge repository may be used for managing relationship management assignments, determining customers within households (or other defined grouping), and distributing information to sales force, call center representatives, and automated self-service delivery channels thereby promoting consistent treatment of individual customers with a comprehensive understanding of the customer relationship within an enterprise.

Claims

1. A method for linking multiple customer information systems, comprising the steps of:

identifying at least one customer by a global identifier across multiple customer information systems;

applying a relationship algorithm to relationship data to associate the customer with one or more other entities across the multiple customer information systems for association in a group relationship;

storing customer profile data and relationship data in a centralized database according to the global identifier;

tracking one or more contacts associated with the customer; and

accessing relationship data and customer profile data in a consolidated profile view.

2. The method of claim 1 wherein the group relationship is determined by demographic information, which comprises one or more of common address data and common telephone data.

3. The method of claim 1 wherein the group relationship comprises one or more of business, personal household, and community of interest organizational structures.

4. The method of claim 1 wherein the customer is associated with multiple group relationships.

5. The method of claim 1 comprising a step of applying status data to the group relationship wherein status data is determined as a predetermined top percentage of customers based on profitability.

6. The method of claim 1 wherein the consolidated profile view displays one or more factors used in determining customer profitability status.

7. The method of claim 1 further comprising a step of exchanging information with at least one channel delivery system wherein the information is linked to at least one back-end system.

8. The method of claim 1 wherein customer profile data comprises one or more of transaction history, profitability analysis data, customer contact data, preference data, privacy data, demographic data, psychographic profile data, relationships to other customers or organizations, channel usage data, methods of identification and authentication used to recognize the customer at a point of contact.

9. The method of claim 1 wherein contact comprises one or more of self-service customer transactions, full-service transactions, inbound and outbound calls, marketing campaigns, email, and back-office operational contact with the customer.

10. The method of claim 7 wherein the back-end system comprises one or more of customer system, account system, workflow system and analytical system.

11. The method of claim 7 wherein the delivery channel system comprises one or more of Automated Teller Machines (ATMs), Interactive Voice Response (IVR), Point of Sale (POS), Personal Financial Management (PFM), call center, banking center, Sales Force Automation (SFA), and Internet.

12. The method of claim 7 further comprising a step of implementing a standardized client interface wherein the standardized client interface is accessed by each channel delivery system.

13. The method of claim 1 wherein customer profile data comprises association data which comprises one or more of account-to-customer, service-to-account and channel-to-account associations.

14. The method of claim 1 further comprising a step of querying the centralized database to identify a customer having a predetermined status at a point of contact and to facilitate the ability to monitor the customer'"'"'s financial situation.

16. The system of claim 15 wherein the group relationship is determined by demographic information, which comprises one or more of common address data and common telephone data.

17. The system of claim 15 wherein the group relationship comprises one or more of business, personal household, and community of interest organizational structures.

18. The system of claim 15 wherein the customer is associated with multiple group relationships.

19. The system of claim 15 comprising status means for applying status data to the group relationship wherein status data is determined as a predetermined top percentage of customers based on profitability.

20. The system of claim 15 wherein the consolidated profile view displays one or more factors used in determining customer profitability status.

21. The system of claim 15 further comprising an exchange means for exchanging information with at least one channel delivery system wherein the information is linked to at least one back-end system.

22. The system of claim 15 wherein customer profile data comprises one or more of transaction history, profitability analysis data, customer contact data, preference data, privacy data, demographic data, psychographic profile data, relationships to other customers or organizations, channel usage data, methods of identification and authentication used to recognize the customer at a point of contact.

23. The system of claim 15 wherein contact comprises one or more of self-service customer transactions, full-service transactions, inbound and outbound calls, marketing campaigns, email, and back-office operational contact with the customer.

24. The system of claim 21 wherein the back-end system comprises one or more of customer system, account system, workflow system and analytical system.

25. The system of claim 21 wherein the delivery channel system comprises one or more of Automated Teller Machines (ATMs), Interactive Voice Response (IVR), Point of Sale (POS), Personal Financial Management (PFM), call center, banking center, Sales Force Automation (SFA), and Internet.

26. The system of claim 21 further comprising implementation means for implementing a standardized client interface wherein the standardized client interface is accessed by each channel delivery system.

27. The system of claim 1 wherein customer profile data comprises association data which comprises one or more of account-to-customer, service-to-account and channel-to-account associations.

28. The system of claim 1 further comprising query means for querying the centralized database to identify a customer having a predetermined status at a point of contact and to facilitate the ability to monitor the customer'"'"'s financial situation.

15. A system for linking multiple customer information systems, comprising:

identification means for identifying at least one customer by a global identifier across multiple customer information systems;

application means for applying a relationship algorithm to relationship data to associate the customer with one or more other entities across the multiple customer information systems for association in a group relationship;

storing means for storing customer profile data and relationship data in a centralized database according to the global identifier;

tracking means for tracking one or more contacts associated with the customer; and

access means for accessing relationship data and customer profile data in a consolidated profile view.