System, method, and user interface for facilitating automotive glass repair and replacement

• US 20080172258A1
• Filed: 01/16/2007
• Published: 07/17/2008
• Est. Priority Date: 01/16/2007
• Status: Abandoned Application

• Current Assignee: Safelite Group Incorporated (D'Ieteren Group)
• Original Assignee: Safelite Group Incorporated (D'Ieteren Group)
• Inventors: Rao, Boppana, Douglas, Craig, Magno, Marlene, Brandon, Jelani, DeVerteuil, Andre, Weger, Matt, Hochstetler, Richard, Pellegrin, Jason
• Application Number:
  US11/653,584
• Publication Number:
  US 20080172258A1
• Time in Patent Office: Days
• US Class Current: 705/4
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: G06Q 40/08 Insurance

Abstract

A system, method and user interface facilitating automotive glass repair and/or replacement utilizes a graphical user interface to display text that facilitates in arranging for repair and/or replacement of damaged automotive glass.

Claims

1. A method for facilitating automotive glass repair and/or replacement comprising:

receiving from a claimant a request to arrange for repair and/or replacement of damaged automotive glass;

generating, utilizing a scripting engine running on a computer device, a graphical user interface for display on a screen of a computer device;

displaying the generated graphical user interface on a screen of a computer device;

interacting with the graphical user interface to arrange for repair and/or replacement of the damaged automotive glass.

2. The method of claim 1 wherein the claimant holds a policy with an insurance company against which policy the claimant wishes to make a claim for repair and/or replacement of the damaged automotive glass and further comprising:

receiving a script from the insurance company setting forth queries to be made when a claim is made against an insurance policy issued by the insurance company; and

storing in memory accessible by the computer device on which the scripting engine is running a portion of the received script;

wherein the generating step includes accessing the memory to retrieve the stored portion of the received script and the displaying step includes displaying the retrieved stored portion of the script in the graphical user interface.

3. The method of claim 2 and further comprising tendering an insurance payment as cash.

4. The method of claim 2 wherein the policy held by the claimant includes an original equipment manufacturer endorsement and further comprising arranging with a service provider to have the repair and/or replacement of the damaged automotive glass of the claimant to be performed with original equipment manufacturer parts.

5. The method of claim 1 and further comprising automatically selecting a service provider to perform the requested automotive glass repair and/or replacement when the claimant has no preference for a specific service provider.

6. The method of claim 1 and further comprising obtaining a current schedule for available appointments of multiple service providers wherein the displaying step includes displaying the schedules of the available appointments for the multiple service providers and further comprising utilizing the displayed schedules to arrange an appointment to conduct the requested automotive glass damage repair and/or replacement with one of the multiple service providers.

7. The method of claim 6 and further comprising notifying the claimant via electronic mail of the arranged appointment.

8. The method of claim 6 and further comprising scheduling an appointment to conduct the requested automotive glass damage repair and/or replacement with a service provider other than one of the multiple service providers.

9. The method of claim 1 further comprising:

creating a database in memory accessible by the computer device running the scripting engine, the database including identification data for a plurality of vehicle models that have different versions of glass for different vehicle configurations and glass identifying data regarding each version of glass for each such vehicle configuration;

developing a glass identification script for each vehicle model in the database each such glass identifying script being stored in memory accessible to the computer device running the scripting engine, being linked to the identification data for the vehicle model to which it relates and being crafted to elicit answers that identify an appropriate version of glass to replace automotive glass damage of a claimant; and

collecting information from a claimant to identify the vehicle model for which a request to arrange for repair and/or replacement of damaged automotive glass has been made;

wherein displaying the generated graphical user interface includes displaying the appropriate developed glass identification script when the collected information indicates that the vehicle model is a vehicle model for which identification data is stored in the database.

10. The method of claim 1 and further comprising offering to replace the windshield wiper blades at the time the requested automotive glass damage is repaired or replaced.

11. The method of claim 1 wherein the computer system running the scripting engine is accessible by a customer representative having access to a telephonic device, the received request is received over the telephonic device and the displayed graphical user interface is displayed on the screen of a computer device with which the customer representative interfaces.

12. The method of claim 1 wherein the received request is received via a network coupling a claimant computer device to the computer device running the scripting engine and the displayed graphical user interface is displayed on a screen of the claimant computer device.

13. A user interface for facilitating automotive glass repair and/or replacement comprising:

a graphical display for displaying on a computer output device, the graphical display including a plurality of screens including a script text frame for presenting script text facilitating acquisition from a claimant of appropriate information required to arrange for repair and/or replacement of damaged automotive glass and a script control frame including controls to indicate the acquired information and to control plurality of screens displayed on the computer device; and

an input device for interacting with the script control frame of the plurality of screens.

14. The user interface of claim 13 for utilization in arranging repair and/or replacement of damaged automotive glass of a claimant that holds an insurance policy with an insurance company against which policy the claimant wishes to make a claim for repair and/or replacement of the damaged automotive glass and wherein the script text frame of one of the plurality of screens includes text of a portion of a script received from the insurance company setting forth queries to be made when a claim is made against an insurance policy issued by the insurance company.

15. The user interface of claim 14 wherein one of the plurality of screens includes text in the script text frame indicating that an insurance payment may be tendered as a cash payment to the claimant.

16. The user interface of claim 14 wherein the policy held by the claimant includes an original equipment manufacturer endorsement and wherein one of the plurality of screens includes text in the script text frame utilized for arranging with a service provider to have the repair and/or replacement of the damaged automotive glass of the claimant to be performed with original equipment manufacturer parts.

17. The user interface of claim 13 wherein one of the plurality of screens includes text in the script text frame to facilitate automatically selecting a service provider to perform the requested automotive glass repair and/or replacement when the claimant has no preference for a specific service provider.

18. The user interface of claim 13 wherein one of the plurality of screens includes text of a current schedule for available appointments of multiple service providers.

19. The user interface of claim 18 wherein one of the plurality of screens includes text in the script text frame to facilitate scheduling an appointment to conduct the requested automotive glass damage repair and/or replacement with a service provider other than one of the multiple service providers.

20. The user interface of claim 13 wherein one of the plurality of screens includes text in the script text frame to facilitate identification of an appropriate automotive glass component for a vehicle model that has different versions of glass for different vehicle configurations.

21. The user interface of claim 13 wherein one of the plurality of screens includes text in the script text frame to facilitate automatically selecting a service provider to perform the requested automotive glass repair and/or replacement when the claimant has no preference for a specific service provider.

22. The user interface of claim 13 wherein one of the plurality of screens includes text in the script text frame to facilitate offering to replace the windshield wiper blades at the time the requested automotive glass damage is repaired or replaced.

23. The user interface of claim 13 wherein the graphical display is displayed on a computer screen accessible by a customer representative having access to a telephonic device through which requests from claimants are received.

24. The user interface of claim 13 wherein the graphical display is displayed on a screen of a claimant computer device.

25. A system for facilitating automotive glass repair and/or replacement comprising:

a facilitator computer system including a processor running a scripting engine configured to generate a graphical user interface for display on a screen of a computer device;

a display device of a computer system coupled to the facilitator computer system for displaying the generated graphical user interface; and

an input device coupled to the computer system for interacting with the graphical user interface to arrange for repair and/or replacement of damaged automotive glass of a claimant requesting to arrange for repair and/or replacement of damaged automotive glass.

26. The system of claim 25 wherein the claimant holds a policy with an insurance company against which policy the claimant wishes to make a claim for repair and/or replacement of the damaged automotive glass and wherein the facilitator computer system includes memory accessible by the processor and further comprising a script from the insurance company setting forth queries to be made when a claim is made against an insurance policy issued by the insurance company, which script is stored in memory and wherein further the processor accesses the memory to retrieve the stored script and a portion of the stored script appears in the graphical user interface generated by the scripting engine.

27. The system of claim 25 and further comprising a link to a schedule of available appointments for a service provider stored in memory-accessible by the scripting engine and software running on the processor for automatically selecting a service provider to perform the requested automotive glass repair and/or replacement when the claimant has no preference for a specific service provider.

28. The system of claim 25 and further comprising a current schedule for available appointments of two service providers stored in memory accessible by the scripting engine which current schedules are accessed by the scripting engine to display the schedules of the available appointments for the two service providers in a screen of the graphical user interface.

29. The system of claim 25 further comprising:

a database stored in the memory accessible by the processor running the scripting engine, the database including identification data for a plurality of vehicle models that have different versions of glass for different vehicle configurations and glass identifying data regarding each version of glass for each such vehicle configuration;

a glass identification script stored in the memory accessible by the processor running the scripting engine for each vehicle model in the database each such glass identifying script being linked to the identification data for the vehicle model to which it relates and being crafted to elicit answers that identify an appropriate version of glass to replace automotive glass damage of a claimant; and

wherein the scripting engine is configured to access the database and the memory to display a portion of the glass identification script in the graphical user interface.

30. The system of claim 25 and further comprising a script stored in memory accessible by the processor running the scripting engine which accesses the memory to generate a screen of the graphical user interface containing text offering to replace the windshield wiper blades or inserts at the time the automotive glass damage is repaired or replaced.

31. The system of claim 25 further comprising a computer device coupled to the facilitator computer system accessible by a customer representative via the input device, said computer device including the display device on which the graphical user interface is displayed and the input device;

and

a customer representative telephonic device accessible by the customer service representative and over which claimant requests are received.

32. The system of claim 31 and further comprising a service provider telephonic device coupled via a network to the customer representative telephonic device.

33. The system of claim 26 and further comprising an insurance company computer system coupled via a network with the facilitator computer system.

34. The system of claim 25 and further comprising a claimant computer system including the display on which the graphical user interface is displayed and the input device and a network coupling the claimant computer system and the facilitator computer system.