Method for real-time allocation of customer service resources and opportunities for optimizing business and financial benefit
First Claim
1. A method for allocating resources for delivery of a customer service, the method comprising the steps of:
- a) forecasting an anticipated service demand for the customer service;
b) forecasting available resources for service delivery c) setting desired service objectives for delivery of the customer service to each of one or more customer classes;
d) setting a service capacity according to the anticipated service demand, the desired service objectives and the available resources;
e) setting business rules for service delivery based on the desired service objectives for the one or more customer classes;
f) allocating the available resources based on the service capacity and business rules;
g) monitoring actual service demand, resource availability and service delivery performance against the desired service objectives;
h) forecasting a measure of profitability of service delivery based on the monitored service demand, resource availability and service delivery performance;
i) adjusting the desired service objectives in real-time to maximize the measure of profitability of service delivery;
j) repeating steps a)-f) in real-time based on the adjusted service objectives, the monitored service demand and the monitored resource availability.
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Abstract
A method and systems architecture for allocating and adjusting service delivery resources in real-time on the basis of predicting associated financial profits and/or benefits to an organization. The method includes the steps of: a) determining service resource costs and characteristics, b) predicting service demand, c) setting service objectives are determined at step, d) determining a service capacity, e) setting associated service delivery rules, and f) allocating resources according to the business rules. Actual resource availability and service performance are monitored in real-time, and profitability of service performance is forecast based on real-time data and simulations. Results from profitability analysis are used to adjust predicted service demand, service objectives, service delivery rules and resource allocations in real-time.
63 Citations
11 Claims
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1. A method for allocating resources for delivery of a customer service, the method comprising the steps of:
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a) forecasting an anticipated service demand for the customer service;
b) forecasting available resources for service delivery c) setting desired service objectives for delivery of the customer service to each of one or more customer classes;
d) setting a service capacity according to the anticipated service demand, the desired service objectives and the available resources;
e) setting business rules for service delivery based on the desired service objectives for the one or more customer classes;
f) allocating the available resources based on the service capacity and business rules;
g) monitoring actual service demand, resource availability and service delivery performance against the desired service objectives;
h) forecasting a measure of profitability of service delivery based on the monitored service demand, resource availability and service delivery performance;
i) adjusting the desired service objectives in real-time to maximize the measure of profitability of service delivery;
j) repeating steps a)-f) in real-time based on the adjusted service objectives, the monitored service demand and the monitored resource availability. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system architecture for allocating resources for delivering customer service, the architecture comprising:
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a data collection layer for collecting information from one or more data sources relating to at least one of a cost of resources for delivering services, a historical service demand, a current resource capacity, and measures of historical service delivery performance;
a data processing layer for processing the information provided by the one or more data sources to produce a set of business rules for service delivery, the business rules including service delivery objectives;
a utilization and prioritization layer for operating one or more service applications according to the business rules, including at least one service application for allocating resources for service delivery; and
an optimization and forecasting layer for evaluating service delivery performance in real-time to forecast service delivery profitability, wherein service delivery profitability is predicted as a function of a cost of allocated resources, a predicted profit based on customer value for services delivered at or above the service delivery objectives, and a predicted cost based on customer value for services delivered below the service delivery objectives. - View Dependent Claims (9, 10, 11)
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Specification