COMMON SERVICE WEB HOSTING ARCHITECTURE WITH TICKETING WORKFLOW CRM

• US 20110179102A1
• Filed: 01/20/2011
• Published: 07/21/2011
• Est. Priority Date: 01/15/2010
• Status: Abandoned Application

• Current Assignee: The Endurance International Group, Inc. (Endurance International Group Holdings, Inc.)
• Original Assignee: The Endurance International Group, Inc. (Endurance International Group Holdings, Inc.)
• Inventors: Lovell, Scott, Toohil, Ryan, Ravichandran, Hari
• Application Number:
  US13/009,882
• Publication Number:
  US 20110179102A1
• Time in Patent Office: Days
• US Class Current: 709/202
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0243 Comparative campaigns
• CPC Class Codes: G06Q 30/0251 Targeted advertisements
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: H04L 12/1822 Conducting the conference, e.g. admission, detection, selection or grouping of participants, correlating users to one or more conference sessions, prioritising transmission
• CPC Class Codes: H04L 41/5048 Automatic or semi-automatic definitions, e.g. definition templates
• CPC Class Codes: H04L 41/5083 wherein the managed service relates to web hosting
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/1014 based on the content of a request
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols

Abstract

A CRM system enables access to data for client and agent interactions with any component of an unaffiliated web domain hosting common service pool platform where the client and agent interactions are organized into a workflow for handling a client problem.

Claims

1. A CRM system comprising:

a plurality of website hosting modules configured as service pools to provide website hosting services to a plurality of unrelated websites, a portion of the website hosting services adapted and combined into a service package to meet website service requirements;

an operational support system module for making data for each of the plurality of website hosting modules accessible; and

a customer relationship management module for facilitating client and agent interactions by enabling access by the client and agent to the data that is made accessible by the operational support system, wherein the client and agent interactions are organized into a workflow for handling a client problem.

2. A CRM system comprising:

a plurality of website hosting modules connected to provide website hosting services to a plurality of unrelated websites, a portion of the website hosting services deployed to meet website service requirements, wherein at least one of the deployed website hosting services is configured to access data from a shared data structure module of the plurality of website hosting modules that maintains data for at least a plurality of unrelated websites;

an operational support system module for making data for each of the plurality of website hosting modules accessible; and

a customer relationship management module for facilitating client and agent interactions by enabling access by the client and agent to the data that is made accessible by the operational support system, wherein the client and agent interactions are organized into a workflow for handling a client problem.

3. The system of claim 2, wherein the operational support system facilitates access to data associated with any of:

business operations, a service pool platform, a load balancer, third party services, a common data store, skins and code library, clients, a CRM workflow, and an analytics facility.