End-to-end service delivery (post-sale) process

• US 20020194047A1
• Filed: 05/17/2001
• Published: 12/19/2002
• Est. Priority Date: 05/17/2001
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Hayashi, Kazuhiro, Bell, James, Cook, Harry, Partington, Eric, Ryan, Noel W., Edinger, Jerry, Greaves, Colin, Simonin, Charles A. Jr., Leder, David, Kamszik, William, Dahigren, Keith
• Application Number:
  US09/859,994
• Publication Number:
  US 20020194047A1
• Time in Patent Office: Days
• US Class Current: 705/7.14
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/1097 Task assignment
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: Y02P 90/80 Management or planning

Abstract

A customer support management system and method resolves both hardware and software problems using a single business model. The system and method is based on interaction between a hierarchy of corporate personnel/consultants and a customer support management system which tracks the evolution of customer support requests from inception to completion. The customer support management system includes a number of software tools including an automated scheduler connected to a database system for storing at least one of customer, product, service provider, and routing information. When a customer experiences a problem with a hardware or software product, the customer sends a support request to the manufacturer. Through an interactive process, first, between the manufacturer and the customer and, then, between system personnel, the system tools are utilized to locate a service provider anywhere in the world in order to provide on-site support for satisfying the customer support request.

Claims

1. A method of managing a customer support for both hardware and software products, said method comprising:

providing an automated scheduling software tool connected to a database, said database storing at least one of customer information, product information, service provider information, and routing information;

sending a customer support request to a manufacturer of hardware and software products;

creating a record in the database corresponding to the customer support request using said automated scheduling tool;

routing information corresponding to the customer support request to a remote service delivery agent for development of an action plan to resolve the customer support request, said remote service delivery agent developing said action plan based on said record; and

selecting a local service delivery agent having skills for handling said customer support request, said local service delivery agent being local to said customer and implementing said action plan based on information contained in said record.

2. The method of claim 1, further comprising:

receiving the customer support request by voice or electronically;

determining a language of said customer; and

automatically forwarding the customer support request to a call center representative of said manufacturer who speaks the language of said customer.

3. The method of claim 1, wherein the customer support request is sent with customer identification information, and wherein the language of said customer is determined automatically by comparing said customer identification information with customer information in said database.

4. The method of claim 1, wherein said sending step includes sending the customer support request electronically, by voice, or by mail.

5. The method of claim 1, further comprising:

determining whether the customer is entitled to have the customer support request satisfied, said determining step being performed based on said customer information in said database.

6. The method of claim 1, further comprising:

performing a technical escalation process to develop a different or improved action plan when said action plan implemented by said local service delivery agent failed or when said remote service delivery agent determines that additional expertise is required.

7. The method of claim 1, wherein said customer is located in one country and said manufacturer is located in another country.

8. The method of claim 1, further comprising:

updating said record at each of said routing and selecting steps.

9. The method of claim 1, further comprising:

determining real-time status of the customer support request by monitoring said record in said database.

10. The method of claim 1, further comprising:

transmitting a notification for storage in said database when a problem addressed by said action plan is determined to be new design/manufacturing defect.

11. The method of claim 1, further comprising:

determining whether said customer is satisfied with the action plan implement ed by the local service delivery agent; and

routing information corresponding to the customer support request to a higher-level remote service delivery agent for development of an improved action plan to resolve the customer support request.

12. The method of claim 1, wherein said routing step is automatically performed by a routing logic software tool, said routing logic software tool selecting said remote service delivery provider based on service provider information stored in said database.

13. The method of claim 1, wherein said automated scheduling software tool automatically tracks time delays in answering said customer support request.

14. The method of claim 1, further comprising:

sending electronic alerts to provide notification of delays in implementation of said action plan.

15. The method of claim 1, wherein said record is standardized to contain data fields which are applicable to both hardware and software support requests.