Solution network knowledge verification

• US 20050097507A1
• Filed: 10/30/2003
• Published: 05/05/2005
• Est. Priority Date: 10/30/2003
• Status: Abandoned Application

• Current Assignee: Dell Products LP (Dell Technologies Inc.)
• Original Assignee: Dell Products LP (Dell Technologies Inc.)
• Inventors: Enis, James Hunter, White, Larry W.
• Application Number:
  US10/697,739
• Publication Number:
  US 20050097507A1
• Time in Patent Office: Days
• US Class Current: 717/102
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A method for verifying solutions provided by a solution network which includes automatically associating a call from a customer with a solution that is provided to the customer to solve an issue, waiting a predetermined amount of time to verify whether the customer contacts the solution network again and indicates a successful resolution to the issue if no contact is made by the customer within the predetermined amount of time.

Claims

1. A method for verifying solutions provided by a solution network comprising:

automatically associating a call from a customer with a solution that is provided to the customer to solve an issue;

waiting a predetermined amount of time to verify whether the customer contacts the solution network again; and

,

indicating a successful resolution to the issue if no contact is made by the customer within the predetermined amount of time.

2. The method of claim 1 further comprising:

the waiting is based on the customer experience metrics.

3. The method of claim 1 wherein:

the indicating a successful resolution include incrementing a counter corresponding to the solution to indicate a successful solution.

4. The method of claim 1 further comprising:

scoring a solution based upon successful resolution of the issue; and

wherein a higher score for a solution indicates a more successful solution.

5. The method of claim 4 wherein:

when a solution is indicated as a more successful solution, the solution is presented to a customer higher on a list of available solutions.

6. The method of claim 1 wherein:

if the customer contacts the solution network within the predetermined amount of time on the issue, then indicating an unsuccessful resolution to the issue by the solution.

7. The method of claim 6 wherein:

if the solution is indicated as unsuccessful, then escalating the solution into a correction workflow.

8. The method of claim 7 wherein:

when the solution is escalated into a correction workflow, a product specialist reviews the solution for any needed correction.

9. The method of claim 1 wherein:

the issue relates to information handling systems.

10. An apparatus for verifying solutions provided by a solution network comprising:

means for automatically associating a call from a customer with a solution that is provided to the customer to solve an issue;

means for waiting a predetermined amount of time to verify whether the customer contacts the solution network again; and

,

means for indicating a successful resolution to the issue if no contact is made by the customer within the predetermined amount of time.

11. The apparatus of claim 10 further comprising:

the waiting is based on the customer experience metrics.

12. The apparatus of claim 10 wherein:

the means for indicating a successful resolution includes means for incrementing a counter corresponding to the solution to indicate a successful solution.

13. The apparatus of claim 10 further comprising:

means for scoring a solution based upon successful resolution of the issue; and

wherein a higher score for a solution indicates a more successful solution.

14. The apparatus of claim 13 wherein:

when a solution is indicated as a more successful solution, the solution is presented to a customer higher on a list of available solutions.

15. The apparatus of claim 10 further comprising:

means for indicating an unsuccessful resolution to the issue by the solution if the customer contacts the solution network within the predetermined amount of time on the issue.

16. The apparatus of claim 15 further comprising:

means for escalating the solution into a correction workflow if the solution is indicated as unsuccessful.

17. The apparatus of claim 16 wherein:

when the solution is escalated into a correction workflow, a product specialist reviews the solution for any needed correction.

18. The apparatus of claim 10 wherein:

the issue relates to information handling systems.

19. A system for verifying solutions provided by a solution network comprising:

a call associating module, the call associating module automatically associating a call from a customer with a solution that is provided to the customer to solve an issue;

a waiting module, the waiting module waiting a predetermined amount of time to verify whether the customer contacts the solution network again; and

,

a successful resolution module, the successful resolution module indicating a successful resolution to the issue if no contact is made by the customer within the predetermined amount of time.

20. The system of claim 19 further comprising:

the waiting is based on the customer experience metrics.

21. The system of claim 19 wherein:

the successful resolution module includes an incrementing module, the incrementing module incrementing a counter corresponding to the solution to indicate a successful solution.

22. The system of claim 19 further comprising:

a scoring module, the scoring module scoring a solution based upon successful resolution of the issue; and

wherein a higher score for a solution indicates a more successful solution.

23. The system of claim 22 wherein:

when a solution is indicated as a more successful solution, the solution is presented to a customer higher on a list of available solutions.

24. The system of claim 19 further comprising:

an unsuccessful resolution module, the unsuccessful resolution module indicating an unsuccessful resolution to the issue by the solution if the customer contacts the solution network within the predetermined amount of time on the issue.

25. The system of claim 24 further comprising:

an escalating module, the escalating module escalating the solution into a correction workflow if the solution is indicated as unsuccessful.

26. The system of claim 25 wherein:

when the solution is escalated into a correction workflow, a product specialist reviews the solution for any needed correction.

27. The system of claim 19 wherein:

the issue relates to information handling systems.