Method and system for monitoring successful use of application software

• US 20050246241A1
• Filed: 04/30/2004
• Published: 11/03/2005
• Est. Priority Date: 04/30/2004
• Status: Abandoned Application

• Current Assignee: Oracle OTC Subsidiary LLC (Oracle Corporation)
• Original Assignee: RightNow Technologies Incorporated (Oracle Corporation)
• Inventors: Irizarry, Robert T. Jr., Daines, Steve D.
• Application Number:
  US10/837,306
• Publication Number:
  US 20050246241A1
• Time in Patent Office: Days
• US Class Current: 705/26
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]

Abstract

A method and system for monitoring the success level with which application software is being used by customers so that its successful use can be encouraged. Factors that are common to customers known to be using the software are identified and used in an algorithmic process to generate a success level score for each customer as a measure of how successfully the customer is using the software. Factors that are inapplicable to a particular customer are excepted from the algorithmic process for that customer. Any factor that is being used collectively by the customers at a high level of success is removed and replaced by a new factor to assure continuing accuracy of the success level score. The scores and other data can be displayed in a number of ways useful both to the customers and the software supplier.

Claims

1. A method of monitoring the usage of application software by a plurality of users using the software at a variety of success levels, wherein the software has a variety of features that may be used, said method comprising:

(a) identifying features used by users that use the software at a high level of success;

(b) using the features identified in step (a) to create a scoring system based on those features, wherein the scoring system provides a measure of the successful use of the software;

(c) applying the scoring system to all users to provide a score for each user; and

(d) monitoring the score of each user to monitor the level of success with which each user is using the software.

2. A method as set forth in claim 1, including the step of providing an alert indication when any of the users has a score below a selected level.

3. A method as set forth in claim 1, including the step of alerting each user whose score is below a selected score.

4. A method as set forth in claim 3, where the step of alerting each user whose score is below a selected level includes informing each such user of a feature causing the score of each such user to be below the selected level.

5. A method as set forth in claim 1, including:

determining when one of the features identified in step (a) is being used by the users at a collective success level above a selected level;

replacing steps (b), (c) and (d) with the steps of;

(e) creating a new scoring system based on the features identified in step (a) plus a new feature and without using said one feature;

(f) applying the new scoring system to all users to provide a new score for each user; and

(g) monitoring the new score of each user to monitor the level of success with which each user is using the software.

6. A method of monitoring the level of success with which application software licensed to a plurality of customers on a renewable subscription basis is being used by the customers, said method comprising the steps of:

(a) identifying successful customers that use the software at a high level of success;

(b) identifying factors related to usage of the software by the successful customers identified in step (a);

(c) using said factors to create a scoring system which takes said factors into account in a manner wherein the scoring system provides a measure of the level of success with which the software is used;

(d) applying the scoring system to each customer to provide a score for each customer that is a measure of the level of success with which each customer is using the software; and

(e) monitoring the score of each customer.

7. A method as set forth in claim 6, including the steps of:

(f) identifying any customer whose successful use of the software is not affected substantially by at least one of said factors; and

(g) for any customer identified in step (f), carrying out step (c) with the exclusion of said at least one factor to create a scoring system.

8. A method as set forth in claim 6, including the step of providing the availability of a display containing the score of each customer.

9. A method as set forth in claim 6, including the step of providing the availability of a display containing the score of a plurality of the customers selected to be included in the display.

10. A method as set forth in claim 6, wherein the customers are arranged in a plurality of groups assigned to respective account supervisors, and including the step of providing the availability of a display identifying the scores of all customers in the group assigned to each account supervisor.

11. A method as set forth in claim 10, wherein said display contains at least one of said factors.

12. A method as set forth in claim 6, including the step of providing an alert indication when any customer has a score below a pre-selected level.

13. A method as set forth in claim 6, wherein a business organization includes a plurality of account supervisors each assigned to a different group of the customers, and including the steps of:

providing a display containing an identification of all customers in each group and the scores of all customers in each group; and

making available to each account supervisor the display for the group assigned to such account supervisor.

14. A method as set forth in claim 13, including the steps of:

providing a second display including an identification of selected customers in each group and the scores of said selected customers; and

making available to each account supervisor the second display for the group assigned to such account supervisor.

15. A method as set forth in claim 13, including the steps of:

ranking the account supervisors comparatively based on the scores of the customers assigned to each account supervisor; and

providing a display of said ranking periodically to all of the account supervisors.

16. A method as set forth in claim 13, including the steps of:

(f) periodically identifying each customer having a score below a selected level; and

(g) alerting each account supervisor assigned to a group having a customer identified in step (f).

17. A method as set forth in claim 13, including the steps of:

(f) periodically identifying each customer having a score that deviates by a selected amount from a base level determined by one or more prior scores for such customer; and

(g) alerting each account supervisor assigned to a group having a customer identified in step (f).

18. A method as set forth in claim 6, including:

determining when one of the factors identified in step (b) is being used by the customers at a collective success level above a selected success level;

replacing steps (c), (d) and (e) with the steps of;

(f) creating a new scoring system using the factors identified in step (b) plus a selected new factor and without using said one factor;

(g) applying said new scoring system to each customer to provide a new score for each customer that is a measure of the level of success with which each customer is using the software; and

(h) monitoring the new score of each customer.

19. A system for determining the level of success with which application software is being used by customers which include select customers using the software at a high level of success, said system comprising:

means for identifying characteristics that are related to the use of the software by said select customers;

means for creating a scoring system that is based on said characteristics in a manner that the scoring system represents a measure of the level of success with which the software is used by the customers; and

means for applying said scoring system to each customer to provide for each customer a score representative of the level of success with which each customer is using the software.

20. A system as set forth in claim 19, including means for providing an alert indication when a customer has a score below a selected level.

21. A system as set forth in claim 19, including:

means for determining when one of said characteristics is indicative of the customers collectively making use of said one characteristic at a selected high success level;

means for creating a new scoring system using said characteristics plus a selected new characteristic and without using said one characteristic wherein said new scoring system represents a measure of the level of success with which the software is being used by the customers; and

means for applying said new scoring system to each customer to provide for each customer a new score that is representative of the level of success with which each customer is using the software.

22. A system as set forth in claim 19, wherein the successful use of the software by at least one customer is substantially unaffected by at least one of said characteristics, and including;

means for modifying said scoring system creating means for said at least one customer in a manner wherein said scoring system for said at least one customer is based on said characteristics excluding said at least one characteristic.

23. A system as set forth in claim 19, including means for providing a display containing an identification of each customer and the score of each customer.

24. A system as set forth in claim 23, including means for making said display available to a selected audience.

25. A system as set forth in claim 19, including means for providing a display containing an identification of selected customers and the score for each of said selected customers.

26. A system as set forth in claim 19, including:

means for identifying each customer having a score below a selected level; and

means for providing on a selected schedule an alert indication identifying to a selected audience each customer having a score below said selected level.

27. A system as set forth in claim 19, including:

means for identifying each customer having a score that deviates by a selected amount from a base value based on prior scores of such customer; and

means for providing on a selected schedule an alert indication identifying to a selected audience each customer having a score that deviates by said selected amount from said base value.