Distribution/power transformers customer support, tracking problems and recalls

• US 20050209906A1
• Filed: 04/30/2003
• Published: 09/22/2005
• Est. Priority Date: 04/30/2002
• Status: Abandoned Application

• Current Assignee: ABB Research Ltd. (ABB Limited)
• Original Assignee: ABB Research Ltd. (ABB Limited)
• Inventors: Bayoumi, Deia Salah-Eldin, Vick, William J
• Application Number:
  US10/513,079
• Publication Number:
  US 20050209906A1
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/014 Providing recall services for goods or products
• CPC Class Codes: Y04S 10/50 Systems or methods supporting the power network operation or management, involving a certain degree of interaction with the load-side end user applications

Abstract

Systems and methods are provided to enable customer support through customer relationship management (CRM) techniques and to perform error tracking and reporting surrounding the sales and/or performance of power distribution system equipment and associated services (FIG. 10). In an illustrative implementation, a CRM processing and workflow engine (1005) cooperates with an error tracking and reporting engine (1010) to process data representative of customer information, sales information, and error information as part of CRM activities. Additionally, the CRM process and workflow engine (1005) and error tracking and reporting engine (1010) cooperate with a data store 1015 and 1020) to store and retrieve CRM and error data. Data may be communicated between the CRM engine (1005), error engine (1010), and data store (1015 and 1020) through a communications network (160), which may also be used to communicate CRM/error data to/from participating customers.

Claims

1. A system providing customer relationship management (CRM) and error reporting surrounding sale or performance of power distribution system equipment or services, comprising:

a CRM process and workflow engine, the CRM process and workflow engine capable of receiving data representative of customer and sales information for use in generating CRM type data; and

an error tracking and reporting engine, the error tracking and reporting engine cooperating with the CRM process and workflow engine to process data representative of errors generated from the sale or performance of power distribution system components.

2. The system as recited in claim 1, further comprising a data store, the data store cooperating with the CRM process and workflow engine and the error tracking and reporting engine to store data representative of power distribution system equipment and service CRM and error activities.

3. The system as recited in claim 2, further comprising a communications network, the communications network cooperating with the CRM process and workflow engine and error tracking and reporting engine to communicate data representative of power distribution system CRM and error activities.

4. The system as recited in claim 3, wherein the communications network comprises any of:

local area network, wide area network, extranet, intranet, peer-to-peer networks, and the Internet.

5. The system as recited in claim 4, wherein the communications network is wireless and/or fixed wire.

6. The system as recited in claim 1, wherein the CRM engine comprises a computing application having one or more instruction sets to instruct a computing environment to process data representative of power distribution system customers.

7. The system as recited in claim 6, wherein the power distribution system customer data comprises any of:

customer demographic information, customer order history, complaint logging data, customer affinity information, and customer payment history.

8. The system as recited in claim 6, wherein the power distribution system customer data comprises error data representative of errors in power distribution system equipment and/or power distribution system services.

9. The system as recited in claim 1, wherein the error tracking and reporting engine comprises a computing application having at least one instruction set to instruct a computing environment to process power distribution system errors.

10. The system as recited in claim 9, wherein the error tracking and reporting engine generates reports populated with data representative of power distribution equipment errors and services errors.

11. The system as recited in claim 10, wherein the generated reports are communicated to power distribution system operators by the error tracking and reporting engine.

12. A method for providing customer relationship management and error tracking and reporting for power distribution system equipment and services customers comprising the steps of:

receiving a request to process customer relationship management/error information surrounding the sale or performance of power distribution system equipment; and

processing the request by a CRM/error module, the CRM/module having at least one instruction set to process data according to predefined CRM techniques.

13. The method as recited in claim 12, wherein the further comprising communicating the processed data to at least one cooperating computing environment and/or participating customer.

14. The method as recited in claim 13, wherein the communicating step comprises establishing communications over a communications network with the at least one cooperating computing environment and/or participating customer.

15. The method as recited in claim 12, further comprising storing the processed data in a cooperating data store for subsequent processing operations.

16. A computer readable medium having computer readable instructions to instruct a computer to perform the method as recited in claim 12.

17. A method to track and report power distribution system customer complaints and to track and report errors arising from the sale and distribution of power distribution system equipment comprising:

providing a customer relationship management (CRM) processing and workflow engine, the CRM engine capable of receiving and processing data representative of power distribution system equipment and services customer information according to at least one predefined instruction set; and

providing an error tracking and reporting engine, the error tracking and reporting engine capable of receiving and processing data representative of power distribution system equipment error information according to at least one predefine instruction set.

18. The method as recited in claim 17 further comprising, providing a data store, the data store cooperating with the CRM engine and the error engine to store data for subsequent processing.

19. The method as recited inc claim 17 further comprising, further comprising providing a communications network, the communication network cooperating with the CRM engine and the error engine to communicate data to cooperating computing environments and/or participating customers.

20. In an information technology system providing communication of data among a global power distribution equipment manufacturer enterprise, a module providing customer relationship management (CRM) and error tracking and reporting comprising:

a communications network, the communication network capable, of receiving and transmitting data representative of power distribution system equipment or service customers and/or errors;

a data store, the data store storing data representative of power distribution system equipment or service customers and/or errors;

a CRM applet, the CRM applet cooperating with the communications network and the data store to receive data representative of power distribution system customer data for processing, such processing comprising any of;

customer order history, customer demographic information, customer complaints, customer affinity information, and customer payment history; and

an error tracking and reporting applet, the error tracking and reporting applet cooperating with the CRM applet, the data store, and the communication network to obtain data and process data representative of power distribution system equipment or service errors.