CUSTOMER-ORIENTED CUSTOMER RELATIONSHIP MANAGEMENT PROCESS AND SYSTEM

• US 20110071950A1
• Filed: 09/22/2010
• Published: 03/24/2011
• Est. Priority Date: 09/23/2009
• Status: Abandoned Application

• Current Assignee: Callidus Software, Inc. (SAP SE)
• Original Assignee: Webcom Incorporated (SAP SE)
• Inventors: Ivanovic, Aleksandar
• Application Number:
  US12/887,905
• Publication Number:
  US 20110071950A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 51/52 for supporting social networking services

Abstract

A method and system for customer service and support integrated with social networks includes an Internet available server application where consumers and providers can create their profiles, integrate their profiles with existing social network profiles, and collaborate with each other on resolving consumer issues using a workflow engine supported with a rule engine. Consumers may be organized into consumer groups and into federations of consumer groups. Consumer issues may be voted on thereby raising the significance of an issue and/or building a provider'"'"'s reputation based in part on resolved issues, issue votes, and by reviews and comments. Consumers manage their profiles. Provider profiles are predominately affected by resolved/unresolved issues or positive/negative reviews. Notifications are handled automatically based on configured workflow and rule engine and utilize internal messaging system, emails, SMS and other available social network services (e.g. Facebook, Twitter, etc.).

Claims

1. A network-based customer relationship system for managing data exchanged between a plurality of consumers and a plurality of providers, comprising:

a consumer interface configured to receive data from at least one of the consumers, the data including a field to identify one of the providers; and

an application module in communication with the consumer interface and executable on a processor to establish a case corresponding to the data entered by the consumer, extract from the data the field identifying the provider, and notify the provider of the existence of the case, wherein the case is accessible to at least one other consumer.

2. The network-based customer relationship system of claim 1, wherein the application module is further executable to communicate on a network to establish an interactive environment accessible by the consumers and the providers.

3. The network-based customer relationship system of claim 2, wherein the application module is further executable to access a data storage device on which each of the consumers and providers establish an account for the interactive environment, the account requiring user verification to access.

4. The network-based customer relationship system of claim 3, further comprising an Application Programming Interface (API) in communication with the application module that interfaces with another network-based environment.

5. The network-based customer relationship system of claim 4, wherein the account of the consumers or providers for the interactive environment includes information about a respective account for the consumer or provider on the other network-based environment and wherein the API uses the information to permit access to the interactive environment from the other network-based environment without additional user verification.

6. The network-based customer relationship system of claim 2, wherein the application module is further executable to establish a plurality of groups to which one or more consumers or providers are members.

7. The network-based customer relationship system of claim 6, wherein the groups are established according to the content of the cases and wherein the application module is further executable to notify each member of the group when a new case is established which contains the respective content.

8. The network-based customer relationship system of claim 2, wherein the application module is further executable to manage a scoring system ranking each of the providers as a function of the number of cases in which that provider is identified.

9. The network-based customer relationship system of claim 8, wherein the provider responds to each case in which the provider is identified and the ranking of each of the providers is a function of the response.

10. The network-based customer relationship system of claim 9, wherein the application module is further executable to manage a voting system which receives votes from a plurality of other consumers to resolve cases.

11. The network-based customer relationship system of claim 2, further comprising a provider interface that is in communication with the application module and that is configured to receive case data from the application module and to send data to the application module responsive to the case data.

12. The network-based customer relationship system of claim 2, wherein the data entered by the consumer is accessible to at least one other provider not identified by the field in the data and wherein the other provider may submit a response to the data.

13. A method of managing a customer relationship system, comprising the steps of:

executing at least one application module on a server to provide an interactive environment for a plurality of consumers an at least one provider to provide information to each other;

receiving information relating to at least one provider through a consumer interface;

creating a case corresponding to the information received from each consumer using the application module;

storing the case and the related information in a database on a physical storage medium connected to the server;

sending a notification from the application module to each provider identified in the case that the case has been established; and

making the case available on the server for access by a plurality of other consumers.

14. The method of managing a customer relationship system of claim 13, further comprising the steps of:

receiving a response at the application module from each provider relating to the case through a provider interface in communication with the application module;

storing the response from the provider in the database on the physical storage medium connected to the server;

sending a notification from the application module to the consumer of the response; and

making the response available on the server for access by the plurality of other consumers.

15. The method of managing a customer relationship system of claim 14, further comprising the step of resolving the case by one of the following steps:

closing the case by receiving an acceptance of the response from the consumer through the customer interface;

automatically closing the case with the application module at a predefined time interval after receiving the response from the provider; and

establishing a voting system with the application module to receive votes on the acceptability of the response from the provider by a plurality of consumers.

16. The method of managing a customer relationship system of claim 14, further comprising the step of maintaining a rating system in the application module to rate the provider according to at least one of a time required for response, a total number of cases reported to the provider, and a level of consumer satisfaction with the responses received from the provider.

17. The method of managing a customer relationship system of claim 13, wherein the application module may execute to establish a plurality of groups of consumers, further comprising the step of generating a notification in the application module notifying at least one the groups of the new case according to the information relating to the case.

18. The method of managing a customer relationship system of claim 17, wherein the application module executes to request feedback from the consumers belonging to the group notified of the new case.

19. A customer relationship system comprising:

means, executing on a server, for providing an interactive environment for a plurality of consumers and providers to provide information to each other;

means for receiving information from a plurality of consumers relating to at least one provider;

means for creating a case corresponding to the information from the consumer;

at least one physical storage medium connected to the server and storing the case and the related information in a database; and

means for notifying each provider that the case has been established.