Customer relationship management system with compliance tracking capabilities
First Claim
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1. A customer relationship management (CRM) system that is accessible via a network, comprising:
- a user interface that provides distributed access for customers and support providers to case information within the CRM system;
a case management system for managing customer cases, wherein the case management system includes a system for assigning cases to different tiers within a support provider hierarchy; and
a compliance tracking system that determines customer compliance and provides a compliance indicator on customer case management pages.
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Abstract
A customer relationship management (CRM) system and method accessible via a network. The system comprises: a user interface that provides distributed access for customers and support providers to case information within the CRM system; a case management system for managing customer cases, wherein the case management system includes a system for assigning cases to different tiers within a support provider hierarchy; and a compliance tracking system that determines customer compliance and provides a compliance indicator on customer case management pages.
44 Citations
26 Claims
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1. A customer relationship management (CRM) system that is accessible via a network, comprising:
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a user interface that provides distributed access for customers and support providers to case information within the CRM system;
a case management system for managing customer cases, wherein the case management system includes a system for assigning cases to different tiers within a support provider hierarchy; and
a compliance tracking system that determines customer compliance and provides a compliance indicator on customer case management pages. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method for providing customer relationship management (CRM) via a computer network, comprising:
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providing a network node that allows distributed access for customers and support providers to a CRM system;
opening a new case within the CRM system when a customer issue occurs;
adding the new case to a customer case management page;
displaying a compliance indicator when the customer case management page is viewed;
assigning the new case to a first tier support provider;
determining if the first tier support provider can handle the new case; and
escalating the new case to a second tier support provider if the first tier support provider cannot handle the case. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17)
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18. A program product stored on a recordable medium that provides a customer relationship management (CRM) tool via the web, comprising:
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a portal page for providing distributed access on the web for customers and support providers to case information within the CRM tool;
a customer management module for managing customer cases and for assigning cases to different tiers within a support provider hierarchy; and
a customer compliance module that tracks customer compliance and displays a compliance indicator on customer case management pages. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26)
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Specification