Method of processing and billing work orders

• US 20040014479A1
• Filed: 07/16/2002
• Published: 01/22/2004
• Est. Priority Date: 07/16/2002
• Status: Active Grant

• Current Assignee: David A. Milman
• Original Assignee: David A. Milman
• Inventors: Milman, David A.
• Granted Patent: US 6,898,435 B2
• Time in Patent Office: Days
• US Class Current: 455/457
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/1097 Task assignment
• CPC Class Codes: G06Q 30/04 Billing or invoicing
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/52 specially adapted for the location of the user terminal
• CPC Class Codes: H04M 15/44 Augmented, consolidated or itemized billing statement or bill presentation
• CPC Class Codes: H04M 2215/0104 Augmented, consolidated or itemised billing statement, e.g. additional billing information, bill presentation, layout, format, e-mail, fax, printout, itemised bill per service or per account, cumulative billing, consolidated billing
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

Customer calls for maintenance and repair for customer equipment are handled automatically in a computerized network. A central dispatch office receives customer trouble calls. A number of available technicians, in the same geographic location as the customer, can accept the assignment to clear the customer equipment problem. Each of the technicians has a hand-held wireless computing device that communicates wirelessly over the Internet with the main server computer at the central dispatch office. The main server computer automatically creates a service call for each customer problem and these service calls are communicated wirelessly over the Internet to the technician'"'"'s hand-held device. Various screens on the hand-held device allow the technician enter job completion data, and order parts and equipment, and carry out customer contact maintenance functions. The main server computer invoices and bills the customer for the completed work.

Claims

1. Method of assigning, tracking, and billing for calls for maintenance and repair for customer equipment, in which a central dispatch office receives customer trouble calls, and any of a plurality of available technicians accept an assignment to clear the customer equipment problem, with each of said technicians having a wireless computing device that communicates wirelessly over a global information network with a main server computer at the central dispatch office;

the method comprising;

receiving customer requests for maintenance or repair at the central dispatch office;

entering into the main server computer, for each such customer request, customer information including identity and location of the customer, nature of the problem the customer is experiencing, and customer billing account information;

said main server computer automatically creating a service call entry for each such customer problem and creating a list of said service call entries with each having a customer location, customer identity, and nature of customer problem;

communicating wirelessly over said global information network to the wireless computing devices the customer service calls for customers within the assigned geographic location for the respective technicians;

each said wireless computing device having a display screen and means to permit the technician to enter data;

listing for each technician on the respective wireless computing device a list of the service calls within the respective assigned geographical area;

said technician selecting one or more of the service calls presented on the wireless computing device on which the technician accepts an assignment to clear the associated customer problem;

said technician entering job completion data and labor charge data on the associated wireless computing device as the assignment is completed, said job completion data and labor charge data being transmitted wirelessly over said global information network to said main server computer; and

said main server computer invoicing and billing said customer for the completed work.

2. Method of assigning, tracking, and billing for calls for maintenance and repair for customer equipment according to claim 1, further comprising ordering and delivering a merchandise item to the customer location, including the technician entering an identification of the item on the wireless communication device while the device is displaying a customer screen for the associated customer job entry;

said merchandise item identification being transmitted wirelessly therefrom to said main server computer; and

said main server computer transmitting a purchase request, with an associated customer delivery address, for the merchandise item so identified to a third-party supplier.

3. Method of assigning, tracking, and billing for calls for maintenance and repair for customer equipment according to claim 2, wherein said step of invoicing and billing includes entering a charge for purchase and delivery of the merchandise item to be included on the customer invoice.

4. Method of assigning, tracking, and billing for calls for maintenance and repair for customer equipment according to claim 2, wherein said merchandise item includes software.

5. Method of assigning, tracking, and billing for calls for maintenance and repair for customer equipment according to claim 1, said wireless device of each technician providing a series of screens on its display screen including a service call schedule showing the service calls available to the technician;

a screen with customer name, address, and customer equipment problem for each said service call;

a screen for entering time and billing information for any such service call accepted by the technician; and

a screen for entering equipment and software items to be ordered in connection with such service call.

6. Method of assigning, tracking, and billing for calls for maintenance and repair for customer equipment according to claim 5, said series of screens further including a customer billing screen displaying customer charges for completed work and ordered equipment items in connection with the associated service call, so that the technician can inform the customer of the charges to appear on an associated invoice.

7. Method of assigning, tracking, and billing for calls for maintenance and repair for customer equipment according to claim 6, wherein said series of screens on said hand held unit includes a screen for permitting the technician to enter customer account information, said wireless device transmitting said customer account data in encrypted form to said main server computer.

8. Method of assigning, tracking, and billing for calls for maintenance and repair for customer equipment according to claim 1 in which the main server computer includes accounting software for computing compensation for each said technician according to service calls completed and associated invoices paid.

9. Method of assigning, tracking, and billing for calls for maintenance and repair for customer equipment according to claim 1 in which said technician accepts cash payment from said customer, and in which said wireless device provided a screen to permit entry of cash payment data representing the cash payment received, said cash payment data being transmitted to said main server computer.

10. Method of assigning, tracking, and billing for calls for maintenance and repair for customer equipment according to claim 1 in which said wireless device provides said technician with one or more screens for scheduling follow-on work with said customer in connection with the associated service call.

11. Method of assigning, tracking, and billing for calls for maintenance and repair for customer equipment according to claim 1 in which each said wireless computing device is a palm-sized hand held computing device.

12. System for assigning, tracking, and billing for calls for maintenance and repair for customer equipment, in which a central dispatch office receives customer trouble calls, and any of a plurality of available technicians accept an assignment to clear the customer equipment problem, comprising:

a plurality of hand-held wireless computing device assigned to said technicians and which communicates wirelessly over a global information network;

a main server computer at the central dispatch office;

the main server computer being adapted for receiving customer requests for maintenance or repair;

including, for each such customer request, customer information including identity and location of the customer, nature of the problem the customer is experiencing, and customer billing account information;

said main server computer automatically creating a service call entry for each such customer problem and creating a list of service calls with each having a customer location, customer identity, and nature of customer problem; and

said main server computer being adapted for communicating wirelessly over said global information network to the wireless computing devices the customer service calls for customers within the assigned geographic location for the respective technicians;

each said wireless computing device having a display screen and means to permit the technician to enter data;

said hand held wireless computing devices each being adapted for displaying a list of the service calls within the respective assigned geographical area of the associated technician, and permitting said technician to select one or more of the service calls presented on the associated hand-held wireless computing device; and

being further adapted to permit said technician to enter thereon job completion data and labor charge data;

said job completion data and labor charge data being transmitted wirelessly over said global information network to said main server computer; and

said main server computer being adapted for invoicing and billing said customer for the completed work.

13. System according to claim 12 said main server computer being further adapted for transmitting a parts order over said global communications network to a parts supply house for ordering hardware or software to be delivered to an address for an associated customer.

14. System according to claim 12 said hand-held devices providing one or more screens permitting the technician to enter follow-on and recall data associated with one of said service calls.