SYSTEM AND METHOD FOR REDUCING CUSTOMER NOISE IN A FACILITIES MANAGEMENT COMPUTING ENVIRONMENT

• US 20140278643A1
• Filed: 03/15/2013
• Published: 09/18/2014
• Est. Priority Date: 03/15/2013
• Status: Abandoned Application

• Current Assignee: First Service Networks, Inc.
• Original Assignee: First Service Networks, Inc.
• Inventors: MOORE, Clyde, FERREIRA, Michael
• Application Number:
  US13/843,606
• Publication Number:
  US 20140278643A1
• Time in Patent Office: Days
• US Class Current: 705/7.15
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group

Abstract

Methods and systems are provided for reducing customer noise a facilities management computing environment. The method includes creating an electronic service request record (SRR) in response to a job request; placing the SRR in a first electronic queue if an estimated time of arrival (ETA) is not communicated to the customer within a first time period t1; entering a time of arrival into the SSR after the ETA is communicated to the customer; placing the SRR in a second electronic queue if the job is not completed within an SLA time period t2; entering a time of completion into the SRR after the job is completed; placing the SRR in a third electronic queue if a customer survey is not completed within a survey time period t3; and closing the SRR after completion of the customer survey.

Claims

1. A method for reducing customer noise in a facilities management computing environment, comprising the steps of:

creating an electronic service request record (SRR) in response to a job request from a customer at a customer site;

placing the SRR in a first electronic queue if an estimated time of arrival (ETA) is not communicated to the customer within a first time period t₁;

entering a time of arrival into the SSR by a technician at the customer site after the ETA is communicated to the customer;

placing the SRR in a second electronic queue if the job is not completed within an SLA time period t₂;

entering a time of completion into the SRR by the technician at the customer site after the job is completed;

placing the SRR in a third electronic queue if a customer survey is not completed within a survey time period t₃; and

closing the SRR after completion of the customer survey.

2. The method of claim 1, further comprises processing the first, second, and third electronic queues to reduce customer noise.

3. The method of claim 2, wherein processing comprises contacting at least one of the customer and the technician.

4. The method of claim 1, further comprising removing the SRR from the first electronic queue upon entry of the ETA into the SRR.

5. The method of claim 4, further comprising removing the SRR from the second electronic queue upon entering the time of completion into the SRR by the technician at the customer site after the job is completed.

6. The method of claim 5, further comprising removing the SRR from the third electronic queue upon completion of the customer survey.

7. The method of claim 1, wherein t₁, t₂, and t₃ are measured from the creation of the SRR.

8. The method of claim 1, wherein t₁ is in the range of one hour, t₂ is in the range of four hours, and t₃ is in the range of forty-eight hours.

9. The method of claim 1, further comprising communicating the ETA to the customer orally, and conducting the customer survey orally.

10. A distributed computer processing system for use in a facilities management computing environment, comprising:

a server having at least one processor configured to run a customer noise reduction computer program and to receive a first input comprising service request (SR) work flow requirements and a second input comprising performance metrics, and to produce at least one output signal representing customer noise;

a web-based user interface; and

a customer service representative (CSR) computer connected to the server and configured to display the user interface;

wherein the system is configured to sample the customer noise signal and display a first, a second, and a third electronic queue on the CSR computer in response to the sampled customer noise signal.

11. The processing system of claim 10, wherein the first electronic queue comprises a list of service request records (SRRs) for which an estimated time of arrival (ETA) was not communicated to the customer within a first time period t₁.

12. The processing system of claim 11, wherein the second electronic queue comprises a list of service request records (SRRs) for which a job associated with the SRR was not completed within an SLA time period t₂.

13. The processing system of claim 12, wherein the third electronic queue comprises a list of service request records (SRRs) for which a customer survey was not completed within a survey time period t₃.

14. The processing system of claim 13, wherein the first, second, and third electronic queues are processed by telephone.

15. The processing system of claim 13, wherein t₁, t₂, and t₃ are measured from the creation of the SRR.

16. The method of claim 13, wherein t₁ is in the range of one hour, t₂ is in the range of four hours, and t₃ is in the range of forty-eight hours.

17. A computer application embodied in a non-transitory medium for operation by a one or more computer processors for performing the steps of:

creating an electronic service request record (SRR) in response to a job request from a customer at a customer site;

placing the SRR in a first electronic queue if an estimated time of arrival (ETA) is not communicated to the customer within a first time period t₁;

entering a time of arrival into the SSR by a technician at the customer site after the ETA is communicated to the customer;

placing the SRR in a second electronic queue if the job is not completed within an SLA time period t₂;

entering a time of completion into the SRR by the technician at the customer site after the job is completed;

placing the SRR in a third electronic queue if a customer survey is not completed within a survey time period t₃; and

closing the SRR after completion of the customer survey.

18. The computer application of claim 17, further configured to:

remove the SRR from the first electronic queue upon entry of the ETA into the SRR;

remove the SRR from the second electronic queue upon entering the time of completion into the SRR by the technician at the customer site after the job is completed; and

remove the SRR from the third electronic queue upon completion of the customer survey.

19. The computer application of claim 18, wherein t₁, t_{2, 3and t3} are measured from the creation of the SRR, and further wherein t₁ is in the range of one hour, t₂ is in the range of four hours, and t₃ is in the range of forty-eight hours.

20. The computer application of claim 19, wherein the first, second, and third electronic queues are processed by telephone.