Systems and methods for managing customer-related communications
First Claim
7. A system for managing a business organization'"'"'s customer-related communications, comprising:
- a website administered by a central server computer;
at least one originator terminal connected to the central server computer;
at least one owner terminal connected to the central server computer; and
a database accessible by the central server computer, the website including an add submission web page displayed at an originator terminal for receiving a submission containing customer-related information, the submission including a designated category selected from a set of categories including response-required submissions, FYI submissions, and customer complaint submissions, the central server computer automatically storing the submission in the database, the website further including an update submission web page that is displayed at an owner terminal for updating a submission stored in the central database to document a response to a submission.
1 Assignment
0 Petitions
Accused Products
Abstract
Systems and techniques are described for the management of a business organization'"'"'s customer-related communications. One system is described that includes a central server computer, at least one originator terminal connected to the central server computer, at least one owner terminal connected to the central server terminal, and a database accessible by the central server computer. The originator terminal receives from an originator a submission containing customer-related information and transmits the submission to the central server computer. The submission includes a designation of a category of the submission, customer information, and an identified business issue. Based upon the submitted information, the system automatically assigns an owner to the submission, stores the submission in the database, and informs the owner of the assignment. The owner then develops a response to the submission and documents the response by using the owner terminal to access and updating the submission. The updated submission is then stored in the database.
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Citations
19 Claims
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7. A system for managing a business organization'"'"'s customer-related communications, comprising:
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a website administered by a central server computer;
at least one originator terminal connected to the central server computer;
at least one owner terminal connected to the central server computer; and
a database accessible by the central server computer, the website including an add submission web page displayed at an originator terminal for receiving a submission containing customer-related information, the submission including a designated category selected from a set of categories including response-required submissions, FYI submissions, and customer complaint submissions, the central server computer automatically storing the submission in the database, the website further including an update submission web page that is displayed at an owner terminal for updating a submission stored in the central database to document a response to a submission. - View Dependent Claims (8, 9)
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10. A method for managing a business organization'"'"'s customer-related communications, comprising:
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(a) using a central server computer to administer a network;
(b) receiving at an originator terminal connected into the network a submission containing customer-related information, the submission including a designation of a category of the submission, the designated category being selected from a set of categories including response required submissions, a response required submission including an assignment of the submission to an owner, (c) transmitting a response-required submission to the central server computer;
(d) storing the response-required submission in a database accessible by the central server computer;
(e) automatically notifying the assigned owner of the response required submission;
(f) developing a response to the response-required submission;
(g) documenting the response to the response-required submission by using an owner terminal connected to the central server computer to access and update the response-required submission; and
(h) storing the updated response-required submission in the database. - View Dependent Claims (1, 2, 3, 4, 5, 6, 11, 12, 13, 14, 15, 16, 17, 18, 19)
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18-1. The method of claim 17, further including:
displaying at a terminal connected to the central server computer a search submissions web page for search submissions stored in the database and displaying search results.
Specification