Method and process of providing a variety of services to a customer through a single source

• US 20040059636A1
• Filed: 09/25/2002
• Published: 03/25/2004
• Est. Priority Date: 09/25/2002
• Status: Abandoned Application

• Current Assignee: Administrative Resource Options Incorporated
• Original Assignee: Administrative Resource Options Incorporated
• Inventors: Western, John, DeBoor, Renee, Gollwitzer, Victoria, McClung, William, Morine, John, Oleson, Scott
• Application Number:
  US10/255,872
• Publication Number:
  US 20040059636A1
• Time in Patent Office: Days
• US Class Current: 705/26
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0635 Processing of requisition or of purchase orders

Abstract

A system and method in accordance with the principles of the present invention provides a web-based user interface for providing customers with access to a full range of business services tailored to their specific needs. The system includes the ability to request business services. Additionally, information about the provided services may be quickly accumulated and organized to aid the provider and the customer in a variety of ways. For example, the customer is provided with the ability to analyze and track the frequency certain services are provided, the quality of the services, and the costs of the services over particular time frames. The provider is also given the ability to analyze the service information to determine if certain customer quality standards are being met. Customer management is also provided with the ability to control and monitor access to certain features by its employees, along with the ability to generate and view exception reports regarding certain activities.

Claims

1. A method of providing services to a customer through a single source comprising:

determining the status of the user;

providing employees of the customer the ability to order services from

a plurality of end providers;

transmitting order information through a network to an intermediate provider;

processing the order information;

providing management of the customer with access to information concerning orders; and

providing management of the intermediate provider with access to information concerning orders;

such that both the intermediate provider and the customer management have access to information regarding the intermediate provider services and the customer orders.

2. The method of claim 1 wherein the services are selected from a group consisting of copying, printing, binding, mail, facsimile, courier, messenger, office supply, office moving, hospitality, facilities, visitor tracking, travel, and record maintenance.

3. The method of claim 1 wherein the network is a local area network.

4. The method of claim 1 wherein the network is a wide area network.

5. The method of claim 4 wherein the wide area network is the Internet.

6. The method of claim 1 further wherein employees of the customer are provided with the ability to track orders.

7. The method of claim 1 further wherein employees of the customer are provided with the ability to provide feedback.

8. The method of claim 7 wherein the feedback is a customer survey.

9. The method of claim 1 further wherein employees of the customer are provided with cost estimates on the services.

10. The method of claim 1 wherein the information concerning orders includes frequency of orders.

11. The method of claim 1 wherein the information concerning orders includes customer employee satisfaction, on-time productivity, and employee productivity.

12. The method of claim 1 wherein the information concerning orders includes costs.

13. The method of claim 1 further wherein employees of the intermediate provider have the ability to enter data.

14. The method of claim 1 further wherein management of the intermediate provider has the ability to enter data.

15. The method of claim 14 wherein the data is selected from the group consisting of whether individual orders have been completed, the reasons for delays, the performance of the employees of the provider, feedback concerning the services that are being provided and additional comments that may be necessary.

16. The method of claim 1 further wherein the management of the customer can access a report management system.

17. The method of claim 16 wherein the report management system displays information from the group consisting of the type of services that have been ordered, the date and time which the services were ordered, a description of the services, the status of the order and other information.

18. The method of claim 1 further wherein the management of the customer can monitor the quality of the services provided.

19. The method of claim 1 further wherein management of the customer is provided with the ability to set cost containment parameters.

20. The method of claim 19 wherein the cost containment parameters include employee spending limits.

21. The method of claim 19 wherein the cost containment parameters include a dollar figure beyond which individual employees cannot exceed.

22. The method of claim 19 wherein the cost containment parameters include the ability to suspend certain types of ordering for various services.

23. The method of claim 22 wherein the ability to suspend certain types of ordering for various services is during specified time periods.

24. The method of claim 19 wherein the cost containment parameters include the ability to enable certain types of ordering for various services.

25. The method of claim 1 further wherein management of the customer is provided with an exception report when cost containment figures are exceeded.

26. The method of claim 25 further wherein the exception report provides information selected from the group consisting of whether an individual employee of the customer is approaching a budgetary limit, whether an individual employee of the customer is past a budgetary limit, whether an individual employee of the customer has generated an excessive number of “

exception reports”

during a specific time frame and whether a user is ordering a service of which the management desires to be made aware.

27. The method of claim 25 further wherein the exception reports are generated on a reoccurring basis.

28. The method of claim 25 further wherein management of the customer is provided with the ability to access the system controls for a particular user.

29. The method of claim 25 further wherein management of the customer is provided with the ability to view the details of a particular transaction from the exception report.

30. The method of claim 25 further wherein the exception report provides management of the customer with the ability to observe real time, onscreen reports about the services that are being provided.

31. The method of claim 25 further wherein the exception report processes data to provide graphs regarding the services.

32. The method of claim 25 further wherein the exception report processes data to provide analysis data regarding the services.

33. The method of claim 1 further wherein management of the customer is provided with instant access to information regarding different characteristics of individual orders.

34. The method of claim 1 further wherein employees of the customer can print ordering documentation.

35. The method of claim 34 wherein ordering documentation is selected from the group consisting of job request tickets, shipping labels, and confirmations.

36. The method of claim 1 further wherein the services available to customers varies depending upon whether the particular customer is an outsourcing customer or a business service client.

37. A method of providing services to a customer through a single source comprising:

determining the status of the user;

providing employees of the customer with the ability to order multiple services through a single source;

transmitting order information through a network to the source;

processing the orders; and

providing management of the customer with an exception report when cost containment figures are exceeded.

38. The method of claim 37 further wherein the exception report provides information selected from the group consisting of orders made by employees of the customer, the type of services that have been ordered, the date and time which the services were ordered, a description of the particular job, the status of the job and other information.

39. The method of claim 37 further wherein the exception report provides information selected from the group consisting of whether an individual employee of the customer is approaching a budgetary limit, whether an individual employee of the customer is past a budgetary limit, whether an individual employee of the customer has generated an excessive number of exception reports during a specific time frame, and whether a user is ordering a service of which the management desires to be made aware.

40. The method of claim 37 further wherein the exception reports are generated on a reoccurring basis.

41. The method of claim 40 further wherein the exception reports are generated on a daily basis.

42. The method of claim 37 further wherein management of the customer is provided with an alert that provides access to the exception reports.

43. The method of claim 37 further wherein management of the customer is provided with the ability to access the system controls for a particular user.

44. The method of claim 37 further wherein management of the customer is provided with the ability to view the details of a particular transaction from the exception report.

45. The method of claim 37 further wherein management of the customer is provided with the ability to approve the details of a particular transaction from the exception report.

46. The method of claim 37 further wherein the exception report provides management of the customer with the ability to observe real time, onscreen reports about the services.

47. The method of claim 37 further wherein the exception report processes data regarding the services.

48. The method of claim 47 further wherein the exception report processes data to provide graphs regarding the services.

49. The method of claim 48 further wherein the exception report processes data to provide analysis data regarding the services.

50. The method of claim 37 further wherein management of the provider is provided with access to information concerning orders.

51. The method of claim 37 wherein the services are selected from a group comprising of copying, printing, binding, mail, facsimile, courier, messenger, office supply, office moving, hospitality, facilities, visitor tracking, travel, and record maintenance.

52. The method of claim 37 wherein the network is a local area network.

53. The method of claim 37 wherein the network is a wide area network.

54. The method of claim 53 wherein the wide area network is the Internet.

55. The method of claim 37 further wherein employees of the customer are provided with the ability to track orders.

56. The method of claim 37 further wherein employees of the customer are provided with the ability to provide feedback.

57. The method of claim 56 further wherein the feedback can be a customer survey.

58. The method of claim 57 further wherein the customer survey is provided to the customer by e-mail.

59. The method of claim 37 further wherein employees of the customer are provided with cost estimates on the services.

60. The method of claim 37 further wherein employees of the provider have the ability to enter data regarding orders.

61. The method of claim 60 wherein the data regarding orders is selected from the group consisting of data regarding whether individual orders have been completed, the reasons for delays and any additional comments that may be necessary.

62. The method of claim 37 further wherein management of the provider has the ability to enter data regarding orders.

63. The method of claim 62 wherein the data regarding orders is selected from the group consisting of data regarding whether individual orders have been completed, the reasons for delays, monitoring the performance of the employees of the provider, feedback from employees of the customer and any additional comments that may be necessary.

64. The method of claim 37 further wherein management of the customer is provided with the ability to set cost containment parameters.

65. The method of claim 37 further wherein management of the customer is provided with instant access to information regarding different characteristics of individual orders.

66. The method of claim 37 further wherein management of the customer is provided with flexible reporting regarding different characteristics of individual orders.

67. The method of claim 37 further wherein employees of the customer can upload file attachments for use with specific jobs.

68. The method of claim 37 further wherein employees of the customer can upload user databases for use with specific jobs.

69. The method of claim 37 further wherein employees of the customer can print ordering documentation.

70. The method of claim 69 wherein ordering documentation is selected from the group consisting of job request tickets, shipping labels, and confirmations.

71. The method of claim 37 further wherein the services available to customers varies depending upon whether the particular customer is an outsourcing customer or a business service client.

72. A method of providing services to a customer through a single source comprising:

determining the status of the user;

providing employees of the customer the ability to order services through a single provider;

transmitting order information through a network to the provider;

processing the individual orders;

providing management of the customer with the ability to set cost containment parameters.

73. The method of claim 72 wherein the cost containment parameters include individual employee spending limits.

74. The method of claim 72 wherein the cost containment parameters include a specific dollar figure beyond which individual employees of the customer cannot exceed when ordering services.

75. The method of claim 72 wherein the cost containment parameters include the ability to suspend certain types of ordering for various services.

76. The method of claim 75 wherein the ability to suspend certain types of ordering for various services is during specified time periods.

77. The method of claim 72 wherein the cost containment parameters include the ability to enable certain types of ordering for various services.

78. The method of claim 77 wherein the ability to enable certain types of ordering for various services is during specified time periods.

79. The method of claim 72 wherein the services are selected from a group comprising of copying, printing, binding, mail, facsimile, courier, messenger, office supply, office moving, hospitality, facilities, visitor tracking, travel, and record maintenance.

80. The method of claim 72 wherein the network is a local area network.

81. The method of claim 72 wherein the network is a wide area network.

82. The method of claim 72 further wherein employees of the customer are provided with the ability to track orders or requests.

83. The method of claim 72 further wherein employees of the customer are provided with the ability to provide feedback.

84. The method of claim 83 further wherein the feedback is a customer survey.

85. The method of claim 84 further wherein the customer survey is provided to the customer by e-mail.

86. The method of claim 72 further wherein employees of the customer are provided with cost estimates on certain services.

87. The method of claim 72 further wherein the management of the company is provided with the frequency with which certain services are provided.

88. The method of claim 72 further wherein the management of the company is provided with the customer satisfaction level.

89. The method of claim 72 further wherein the management of the company is provided with the costs associated with the provider services.

90. The method of claim 72 further wherein employees of the provider have the ability to enter data regarding orders.

91. The method of claim 72 further wherein management of the provider has the ability to enter data regarding orders.

92. The method of claim 72 further wherein the manager of the customer can access a report management system.

93. The method of claim 92 further wherein the report management system compiles a report detailing each of the orders made by the employee of the customer.

94. The method of claim 72 further wherein the manager of the customer can monitor the quality of the services provided.

95. The method of claim 94 further wherein the quality of the services provided includes production data.

96. The method of claim 72 further wherein management of the customer is provided with an exception report when cost containment figures are exceeded.

97. The method of claim 94 further wherein the exception report provide information selected from the group consisting of whether an individual employee of the customer is approaching a budgetary limit, whether an individual employee of the customer is past a budgetary limit, whether an individual employee of the customer has generated an excessive number of “

exception reports”

during a specific time frame, and whether a user is ordering a service of which the management desires to be made aware.

98. The method of claim 97 further wherein the exception reports are generated on a reoccurring basis.

99. The method of claim 97 further wherein management of the customer is provided with an alert that provides access to the exception reports.

100. The method of claim 97 further wherein management of the customer is provided with the ability to view the details of a particular transaction from the exception report.

101. The method of claim 97 further wherein management of the customer is provided with the ability to approve or deny the details of a particular transaction from the exception report.

102. The method of claim 97 further wherein the exception report provides management of the customer with the ability to observe real time, onscreen reports about the services that are being provided.

103. The method of claim 72 further wherein management of the customer is provided with instant access to information regarding different characteristics of individual orders.

104. The method of claim 72 further wherein management of the customer is provided with flexible reporting regarding different characteristics of individual orders.

105. The method of claim 72 further wherein employees of the customer can upload file attachments for use with specific jobs.

106. The method of claim 72 further wherein employees of the customer can upload user databases for use with specific jobs.

107. The method of claim 72 further wherein employees of the customer can print ordering documentation.

108. The method of claim 107 wherein ordering documentation is selected from the group consisting of job request tickets, shipping labels, and confirmations.

109. The method of claim 72 further wherein the services available to customers varies depending upon whether the particular customer is an outsourcing customer or a business service client.