Service bureau system and method for providing service assistance

• US 20050033593A1
• Filed: 05/26/2004
• Published: 02/10/2005
• Est. Priority Date: 08/06/2003
• Status: Abandoned Application

• Current Assignee: Clockwork IP, LLC (Centrica PLC)
• Original Assignee: Clockwork IP, LLC (Centrica PLC)
• Inventors: Abrams, James d.
• Application Number:
  US10/854,475
• Publication Number:
  US 20050033593A1
• Time in Patent Office: Days
• US Class Current: 705/302
• CPC Class Codes: G06Q 10/025 Coordination of plural reservations, e.g. plural trip segments, transportation combined with accommodation
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 30/012 Providing warranty services
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A service bureau system and method for assisting a user in retaining a service from a service provider selected from a plurality of service providers providing a plurality of different services. The system includes a receiving module receiving a service request from the user and identifying the user. The system also includes a service representative module having an input receiving an instruction from a service representative. The instruction includes a selection of one of the plurality of service providers. The system further includes a communication module establishing a communication between the service representative and the user responsive to receiving the user service request. The system also includes a scheduling module scheduling the selected service provider to provide the requested service.

Claims

1. A service bureau system for assisting a user in retaining a service from a service provider selected from a plurality of service providers providing a plurality of different services, the system comprising:

a receiving module receiving a service request from the user and identifying the user;

a service representative module having an input receiving an instruction from a service representative, said instruction including a selection of one of the plurality of service providers;

a communication module establishing a communication between the service representative and the user responsive to receiving the user service request; and

a scheduling module scheduling the selected service provider to provide the requested service.

2. The system of claim 1, further comprising a service provider quality of service module including a quality of service rating for one or more of the plurality of service providers, wherein the quality of service rating is a function of module received customer feedback and wherein the scheduling module schedules the selected service provider, at least in part, as a function of each of the quality of service rating.

3. The system of claim 1 wherein the scheduling module receives a service provider availability schedule from the selected service provider, said scheduling module scheduling the selected service provider as a function of the received service provider availability schedule.

4. The system of claim 1, further comprising an invoicing module receiving an invoice amount from the selected service provider and generating a user invoice as a function of the received invoice amount.

5. The system of claim 1 wherein the user invoice for the received service is included in an invoice for at least one of a utility bill, a gas invoice, an electric invoice, a telecommunication invoice, a cable TV invoice, and a municipal service invoice.

6. The system of claim 1, further comprising a warranty module identifying a warranty parameter associated with the service provided by the selected service provider and generating a user warranty disclosure that includes the warranty parameter.

7. The system of claim 1 wherein the plurality of different services provided by the plurality of service providers includes two or more services selected from the group consisting of a repair service, an installation service, a heating service, a ventilation service, an air conditioning service, a plumbing service, a masonry service, a roofing service, a flooring service, a window service, a glass service, a siding service, a concrete service, a carpentry service, a walling service, a wall paper service, a lawn service, a small engine repair service, an automotive service, a television service, a computer service, a telecommunication service, a wiring service, an electrical service, a painting service, an appliance service, a washer service, a dryer service, a stove service, a refrigerator service, a tree service, an insect service, a landscaping service, a foundation service, a pest control service, a deck repair service, and a drywall service.

8. The system of claim 1 wherein the service bureau system is hosted by a service bureau host, said service bureau host being selected from the group consisting of a power company, municipal organization, a telecommunication company, a gas company, a utility company, and a telemarketing company.

9. The system of claim 1, further comprising an invoicing module receiving a service cost from the selected service provider following completion of the providing of the requested service to the user and generating a user invoice billing the user for the provided service.

10. A service bureau system for retaining a service from a service provider from a plurality of service providers providing a plurality of different services in response to a user request for the service, the system comprising:

a communication module receiving the user request for the service and receiving user data;

a service provider module storing service provider information including one or more services provided by the service provider;

a service provider quality of service module storing a quality of service rating for at least one of the plurality of service providers; and

a selection module selecting the service provider from the plurality of service providers as a function of the user request, the user data, the service provider information, and the service provider quality of service rating.

11. The system of claim 10 wherein the selection module includes a service provider availability schedule, said selection module selecting the service provider as a function of the service provider availability schedule.

12. The system of claim 10, further comprising a scheduling module including a service provider availability schedule, said scheduling module scheduling the service provider to perform the service as a function of the service provider availability schedule.

13. The system of claim 10, further comprising a warranty module identifying a warranty parameter associated with the service to be provided by the service provider.

14. The system of claim 10, further comprising an invoicing module receiving a service cost from the service provider and generating a user invoice as a function of the received service cost.

15. The system of claim 10 wherein the plurality of different services provided by the plurality of service providers includes two or more services selected from the group consisting of a repair service, an installation service, a heating service, a ventilation service, an air conditioning service, a plumbing service, a masonry service, a roofing service, a flooring service, a window service, a glass service, a siding service, a concrete service, a carpentry service, a walling service, a wall paper service, a lawn service, a small engine repair service, an automotive service, a television service, a computer service, a telecommunication service, a wiring service, an electrical service, a painting service, an appliance service, a washer service, a dryer service, a stove service, a refrigerator service, a tree service, an insect service, a landscaping service, a foundation service, a pest control service, a deck repair service, and a drywall service.

16. The system of claim 10 wherein the service bureau system is operated by a service bureau host, said service bureau host being selected from the group consisting of a power company, a municipal organization, a telecommunication company, a gas company, a utility company, and a telemarketing company.

17. A method of assisting a user in obtaining a service from one of a plurality of service providers providing a plurality of different services, the method comprising:

receiving a user service request at a service bureau, said service bureau representing the plurality of service providers providing the plurality of different services;

identifying user data of the user sending the user service request;

initiating a response communication to the user as a function of receiving the service request and the identified user data;

receiving user service information communicated by the user as a function of the response communication, said user service information including a requested service;

storing service provider information for the plurality of service providers including the different one or more services provided by each of the plurality of service providers; and

scheduling the one service provider from the plurality of service providers to perform the requested service as a function of the stored service provider information.

18. The method of claim 17 wherein the received request is a function of a single user input for retaining one of the plurality of different services from the plurality of service providers.

19. The method of claim 17 wherein the receiving the user service request is receiving a communication from at least one of a telephone network, a wireless network, a data network, a local area network, a wide area network, a satellite network, and an optical network.

20. The method of claim 17 wherein the identifying user data includes identifying a calling party number parameter.

21. The method of claim 17, further comprising providing a service assistance device to the user for transmitting the user service request to the service bureau.

22. The method of claim 21 wherein the service assistance device is housed in at least one of a thermostat, a telecommunication device, and a stand alone housing.

23. The method of claim 22 wherein the service assistance device includes a user input device having two states wherein one of the two states initiating the transmitting of the user service request.

24. The method of claim 17 wherein the response communication is initiated within a guaranteed predetermined time from receiving the service request at the service bureau.

25. The method of claim 24 wherein the guaranteed predetermined time is about fifteen minutes.

26. The method of claim 17 wherein a service bureau representative determines a service required by the user as a function of the user service information, further comprising selecting the one service provider from the plurality of service providers as a function of the requested service, the user data, and the service provider information.

27. The method of claim 17, further comprising:

receiving a service cost from the service provider; and

generating a user invoice as a function of the received service cost.

28. The method of claim 27, further comprising receiving a customer feedback that the service provided by the service provider was less than satisfactory, wherein generating the user invoice includes providing a credit for at least a portion of the service cost.

29. The method of claim 17 wherein initiating a response communication includes initiating a voice telephone call to the user.

30. The method of claim 17, further comprising determining a quality of service rating for one or more of the plurality of service providers, wherein scheduling of the one service provider is a function of the quality of service rating for the one service provider.

31. The method of claim 17 wherein the plurality of different services provided by the plurality of service providers includes two or more services selected from the group consisting of a heating service, a ventilation service, an air conditioning service, a plumbing service, a masonry service, a roofing service, a flooring service, a window service, a glass service, a siding service, a concrete service, a carpentry service, a walling service, a wallpapering service, a lawn service, a small engine repair service, an automotive service, a television service, a computer service, a telecommunication service, a wiring service, an electrical service, a painting service, an appliance service, a washer service, a dryer service, a stove service, a refrigerator service, a tree service, an insect service, a landscaping service, a foundation service, a pest control service, a deck repair service, and a drywall service.

32. A method of providing a repair service to a user, the method comprising:

receiving a user repair service request at a service bureau representing a plurality of repair service providers providing a plurality of different repair services;

communicating with the user to receive user repair service information;

storing service provider information for the plurality of repair service providers, said repair service provider information including a repair service provider quality of service rating; and

selecting one repair service provider from the plurality of repair service providers as a function of the received user repair service information and the stored repair service provider information including the repair service provider quality of service rating.

33. The method of claim 32, further comprising providing the user with a user repair service request device for transmitting the user repair service request, said user repair service request device having a single input for requesting any one of the plurality of different repair services from the plurality of repair service providers.

34. The method of claim 32, further providing a repair service response guarantee to the user receiving the repair service request device such that the communicating with the user is within a predetermined time from the transmitting a user repair service request.

35. The method of claim 32, further providing a repair quality of service guarantee to the user, said repair quality of service guarantee including at least one of a providing of an additional providing of the repair service and a credit to an invoiced cost associated with the provided repair service.

36. The method of claim 32, further providing a user invoice to the user in combination with an invoice for a utility service.

37. The method of claim 32 wherein the plurality of different repair services provided by the plurality of repair service providers includes two or more services selected from the group consisting of a heating service, a ventilation service, an air conditioning service, a plumbing service, a masonry service, a roofing service, a flooring service, a window service, a glass service, a siding service, a concrete service, a carpentry service, a walling service, a wallpaper service, a lawn service, a small engine repair service, an automotive service, a television service, a computer service, a telecommunication service, a wiring service, an electrical service, a painting service, an appliance service, a washer service, a dryer service, a stove service, a refrigerator service, a tree service, an insect service, a landscaping service, a foundation service, a pest control service, a deck repair service, and a drywall service.