Customer contact mangement system

• US 5,737,726 A
• Filed: 12/12/1995
• Issued: 04/07/1998
• Est. Priority Date: 12/12/1995
• Status: Expired due to Term

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Andersen Consulting (Accenture PLC)
• Inventors: Nash, John Charles, Kreutter, Kelly Marie, Cameron, Paul Scott, Bloomer, Robert Christopher, Wollan, Robert Edward, Ahler Olmstead, Melinda Ann
• Primary Examiner(s): Hayes, Gail O.
• Assistant Examiner(s): Bainbridge, Barton L.
• Application Number:
  US08/570,753
• Time in Patent Office: 847 Days
• Field of Search: 705/7, 705/10, 705/26, 395/615, 395/601, 379/93.12
• US Class Current: 705/7.21
• CPC Class Codes: G06F 16/24534 Query rewriting; Transformation
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/1097 Task assignment
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data

Abstract

A customer contact management system is described. The system can be customized in order to provide custom contact types and sub-types for the types of contacts relating to individual customers, groups of customers, and business entities. User preferences may be defined to further customize the system to provide the most convenient and time efficient searching, entry, and response actions. Prior contacts can be searched and located by generating filter criteria through the order-independent selection of contact types, contact sub-types, customer identification, and customer contact dates. Records detailing the nature of the customer contact can be stored, whether the contact is user-initiated, system-initiated, or customer-initiated. Internal messages and scripted messages are provided to assist the user of the system in conducting customer service activities. The number and frequency of the internal and scripted messages can be altered according to the experience level of the user.

Claims

1. A computerized customer service system for assisting a user in providing service to a customer in connection with products, information and services, the customer service system comprising:

a) a computer system for storing, displaying, and processing information; and

b) software comprising directive information for configuring the computerized customer service system within the computer system, the software implementing in the computer system the steps of;

i) storing customer relationship information, including customer identification information and one or more business events related to one or more customers;

ii) providing a customizable framework for storing, retrieving and displaying the customer relationship information according to one or more contact types related to the one or more customers;

iii) displaying a depiction of the one or more contact types within the customizable framework associated with the one or more customers;

iv) locating a business event within the customizable framework associated with the one or more customers, by selectively processing any one or more of the customer identification information, a contact date, and one or more of the contact types; and

v) selectively displaying one or more records detailing the business event located by the locating step.

2. The customer service system of claim 1, further comprising the step of contemporaneously generating a new business event during the occurrence of user-generated, system-generated, and customer-generated contacts.

3. The customer service system of claim 1, further comprising the step of automatically generating a new business event upon the occurrence of predetermined user-generated, system-generated, and customer-generated contacts.

4. The customer service system of claim 3, wherein the step of automatically generating a new business event comprises the step of using Automatic Number Identification/Dialed Number Identification (ANI/DNI) technology to recognize the occurrence of the customer-generated contacts.

5. The customer service system of claim 1, wherein the step of displaying a depiction of the one or more contact types comprises the step of displaying a file folder having a labeled file tab for at least some of the one or more contact types.

6. The customer service system of claim 5, wherein the step of locating a business event comprises the step of selecting one or more of the business events associated with a corresponding one or more of the labeled file tabs.

7. The customer service system of claim 6, wherein the step of locating a business event further comprises the step of providing one or more sub-type file tabs corresponding to one or more contact sub-types, for further narrowing a total number of the business events associated with the corresponding one or more of the labeled file tabs if the business event being searched includes contact sub-types.

8. The customer service system of claim 7, wherein the step of displaying a file folder further comprises the step of depicting the one or more sub-type file tabs as one or more titled paper clips binding the one or more records within the selected contact type and the contact sub-type.

9. The customer service system of claim 1, further comprising the step of specifying and selectively displaying the customer identification information related to the one or more customers.

10. The customer service system of claim 9, wherein the step of specifying and selectively displaying the customer identification information comprises the step of visually depicting the customer identification information in the form of a card file.

11. The customer service system of claim 9, further comprising the step of using Automatic Number Identification/Dialed Number identification (ANI/DNI) technology to automatically display the customer identification information related to customer-initiated telephone and electronic business events.

12. The customer service system of claim 1, wherein the step of displaying a depiction of one or more contact types comprises the steps of:

a) displaying a calendar; and

b) displaying, in association with dates on the calendar, one or more unique attributes, each unique attribute corresponding to a particular contact type.

13. The customer service system of claim 12, wherein the step of displaying the one or more unique attributes comprises displaying different colors, each color representing a different attribute.

14. The customer service system of claim 12 wherein the step of displaying the one or more unique attributes comprises the step of superimposing the attributes over at least a portion of corresponding date fields on the calendar.

15. The customer service system of claim 12 wherein the step of displaying a calendar comprises the step of selecting between month-in-review and year-in-review calendars.

16. The customer service system of claim 1, wherein the step of displaying a depiction of one or more contact types comprises the step of selecting between displaying a calendar depicting the one or more contact types and displaying an ordered list of the one or more business events within the one or more contact types.

17. The customer service system of claim 1, wherein the step of displaying a depiction of one or more contact types further comprises the step of displaying an ordered list of the one or more business events.

18. The customer service system of claim 17, wherein the step of displaying an ordered list comprises the step of displaying all of the business events within one or more selected contact types.

19. The customer service system of claim 17, wherein the step of displaying an ordered list comprises the step of displaying the ordered list on a depiction of a notebook.

20. The customer service system of claim 1, further comprising the step of representing the one or more records as virtual paper representations.

21. The customer service system of claim 20, wherein the step of representing the one or more records as virtual paper representations further comprises the step of scanning hardcopy documents corresponding to business events to provide electronic replicas of the hardcopy documents.

22. The customer service system of claim 20, wherein the step of representing the one or more records as virtual paper representations further comprises the step of storing electronic replicas of user-developed documents and system-developed documents corresponding to business events.

23. The customer service system of claim 20, wherein the step of representing the one or more records as virtual paper representations further comprises the step of receiving and storing customer-developed electronic documents corresponding to corresponding ones of the business events.

24. The customer service system of claim 1, wherein the step of providing a customizable framework comprises the step of defining one or more contact types.

25. The customer service system of claim 24, wherein the step of allowing any number of contact types to be defined comprises the step of allowing definition of user-initiated contact types, system-initiated contact types, and customer-initiated contact types.

26. The customer service system of claim 1, wherein the step of displaying a depiction of the one or more contact types comprises the step of modifying the depiction to correspond to the number and depiction labels of the contact types within the customizable framework.

27. The customer service system of claim 1, wherein the step of locating a business event within the customizable framework comprises the step of selecting at least one desired business event from a group of business events generated by designating combinations of contact types.

28. The customer service system of claim 1, wherein the step of locating a business event comprises the step of selecting one or more of the business events from a group of business events associated with a selected one or more of the contact types.

29. The customer service system of claim 28, wherein the step of locating a business event further comprises the step of providing a plurality of contact sub-types for further narrowing the group of business events to provide a second group of business events associated with the selected one or more of the contact types and a selected one or more of the plurality of contact sub-types.

30. The customer service system of claim 29, wherein the step of locating a business event further comprises the step of selecting one or more of the business events from the second group of business events associated with the selected one or more of the contact types and the selected one or more of the plurality of contact sub-types.

31. The customer service system of claim 30, wherein the step of locating a business event further comprises the step of providing a character search input field for inputting numeric and alphanumeric character search strings and for locating the business events that include an inputted character search string.

32. The customer service system of claim 31, wherein the step of providing a character search input field includes the step of locating the business events from the user'"'"'s choice of the first group of business events, the second group of business events, or all available ones of the business events.

33. The customer service system of claim 29, wherein the step of displaying a depiction of one or more contact types comprises the step of selecting between displaying a calendar depicting the selected one or more contact types and sub-types, and displaying an ordered list of the one or more business events within the selected one or more contact types and selected ones of the plurality of contact sub-types.

34. The customer service system of claim 12, wherein the step of displaying one or more unique attributes further comprises the step of providing a calendar legend for cross referencing each unique attribute with its corresponding contact type.

35. The customer service system of claim 1, wherein the system comprises means for selecting all display selections by way of a screen pointing device, thus reducing the probability of the user experiencing carpal tunnel.

36. A computerized customer service system for assisting a user in providing service to a customer in connection with products or services, the customer service system comprising:

a) a computer system for storing, displaying, and processing information; and

b) software comprising directive information for configuring the computerized customer service system within the computer system, the software implementing in the computer system the steps of;

i) storing customer relationship information, including customer identification information and business events related to one or more customers;

ii) providing a customizable framework for storing, retrieving and displaying the customer relationship information according to one or more contact types related to the one or more customers;

iii) locating a business event within the customizable framework associated with the one or more customers, by selectively processing any one or more of the customer identification information, a contact date, and the one or more contact types;

iv) selectively displaying one or more records detailing the business event located by the locating step; and

v) contemporaneously generating a new business event upon the occurrence of predetermined user-generated, system-generated, and customer-generated activities.

37. The customer service system of claim 36, wherein the step of locating a business event comprises the step of progressively filtering out the contact types unrelated to the one or more business events being searched.

38. The customer service system of claim 37, wherein the step of filtering comprises the step of selecting one or more of the contact types associated with the one or more business events being searched.

39. The customer service system of claim 38, wherein the step of filtering further comprises the step of selecting one or more contact sub-types associated with the one or more contact types.

40. The customer service system of claim 39, wherein the step of filtering further comprises the step of providing a character search input field for inputting numeric and alphanumeric character search strings and for locating the business events that include the character search string.

41. The customer service system of claim 40, wherein the step of providing a character search input field includes the step of locating the business events from the user'"'"'s choice of the selected one or more contact types, the one or more contact sub-types, or all available ones of the business events.

42. The customer service system of claim 37, wherein the step of filtering comprises the steps of:

a) displaying a file folder having a file tab for preselected ones of the contact types;

b) selecting one of the file tabs related to the one or more business events being searched;

c) displaying one or more sub-type file tabs corresponding to an equal number of contact sub-types, if the one or more business events being searched includes contact sub-types; and

d) selecting one of the sub-type file tabs.

43. The customer service system of claim 42, wherein some of the sub-type file tabs may correspond to one or more other contact types rather than to ones of the contact sub-types.

44. The customer service system of claim 42, wherein the step of displaying one or more sub-type file tabs comprises the step of depicting the sub-type file tabs as titled paper clips binding the one or more records within the selected contact type and the contact sub-type.

45. The customer service system of claim 42, further comprising the step of providing a character search input field for inputting a numeric or alphanumeric character search string and for filtering out those of the business events that do not include the character search string.

46. The customer service system of claim 37, further comprising the step of providing an ordered list of the business events from which one of the business events can be selected.

47. The customer service system of claim 46, wherein the step of providing an ordered list comprises the step of listing only those of the business events that are related to the contact types that are not filtered out by the filtering step.

48. The customer service system of claim 46, wherein the step of filtering further comprises the steps of:

a) selecting one or more of the contact types associated with the one or more business events being searched; and

b) selecting one or more contact sub-types associated with the one or more contact types.

49. The customer service system of claim 48, wherein the step of providing an ordered list comprises the step of listing only those of the business events that are related to the selected one or more of the contact types and the selected one or more of the contact sub-types.

50. The customer service system of claim 37, further comprising the step of providing a calendar depiction indicating each occurrence of the business events from which one of the business events can be selected.

51. The customer service system of claim 50, wherein the step of providing a calendar depiction comprises the step of depicting only those of the business events that are related to the contact types that are not filtered out by the filtering step.

52. The customer service system of claim 50, wherein the step of filtering further comprises the steps of:

a) selecting one or more of the contact types associated with the one or more business events being searched; and

b) selecting one or more contact sub-types associated with the one or more contact types.

53. The customer service system of claim 52, wherein the step of providing a calendar depiction comprises the step of depicting only those of the business events that are related to the selected one or more of the contact types and the selected one or more of the contact sub-types.

54. The customer service system of claim 37, wherein the step of filtering comprises the step of providing a character search input field for inputting a numeric or alphanumeric character search string and for filtering out those of the business events that do not include the character search string.

55. The customer service system of claim 36, wherein the step of contemporaneously generating a new business event further comprises the step of contemporaneously creating a new record associated with the new business event.

56. The customer service system of claim 55, wherein the creating a new record step comprises the step of allowing the user to enter the customer relationship information.

57. The customer service system of claim 55, wherein the creating a new record step comprises the step of scanning hardcopy customer relationship information into the system by way of a scanning device.

58. The customer service system of claim 55, wherein the creating a new record step comprises the step of receiving customer relationship information by way of electronic data communications.

59. The customer service system of claim 36, further comprising the step of displaying a depiction of a file folder having file tabs corresponding to the contact types.

60. The customer service system of claim 59, further comprising the steps of:

a) providing contact sub-types associated with the contact types;

b) displaying a depiction of a paper clip for each of the contact sub-types associated with the contact types; and

c) providing access to the records associated with the contact types and sub-types by selecting respective ones of the depictions of the file tabs and paper clips.

61. The customer service system of claim 36, wherein the step of providing a customizable framework further comprises the step of creating a custom framework for each of one or more groups of customers.

62. The customer service system of claim 36, wherein the step of providing a customizable framework further comprises the step of creating a custom framework for each of one or more business entities providing customer service to their respective customers.

63. The customer service system of claim 36, wherein the step of contemporaneously generating a new business event further comprises the step of automatically providing a contact termination window for recording statistical information regarding the reasons for the termination of a terminated one of the business events.

64. The customer service system of claim 36, further comprising the step of automatically providing internal informational messages to the user upon the occurrence of predetermined events, which assist the user in taking actions regarding the business event.

65. The customer service system of claim 36, further comprising the step of automatically providing scripted messages to the user upon the occurrence of predetermined events, which may be read by the user to the customer.

66. The customer service system of claim 36, wherein the step of contemporaneously generating a new business event further comprises the step of automatically storing statistical information regarding the business event, which may later be reviewed by the user.

67. A computer-readable medium encoded with data representing a computer program means which can cause a computer, having memory and a display device, to perform functions to assist a user in providing service to a customer in connection with products, information, or services, the computer program means comprising:

a) framework customization program means for causing the computer to modify a customer service application template to create a custom framework according to contact types related to the customer;

b) contact display program means for causing the computer to display a depiction of the contact types within the custom framework;

c) search program means for causing the computer to locate business events that are associated with the contact types by processing user-entered filter criteria defined by selection of one or more of the contact types;

d) record display program means for causing the computer to display a record detailing information corresponding to a located one of the business events; and

e) business event entry program means for causing the computer to store new business events, and for causing the computer to store new records corresponding to the new business events.

68. The computer-readable medium as in claim 67, wherein the contact display program means of the computer program comprises file folder display program means for causing the computer to display a file folder having a labeled file tab for each of the contact types which can be selected by the user to generate the filter criteria.

69. The computer-readable medium as in claim 68, wherein the framework customization program means of the computer program further comprises contact sub-type program means for causing the computer to further modify the customer service application template to create the custom framework according to contact sub-types of the contact types.

70. The computer-readable medium as in claim 69, wherein the contact display program means of the computer program comprises paper clip display program means for causing the computer to display a representation of a paper clip for each of the contact sub-types which can be selected by the user to further generate the filter criteria.

71. The computer-readable medium as in claim 67, wherein the contact display program means of the computer program comprises notebook display program means for causing the computer to display a notebook having an ordered list of the business events located according to the filter criteria.

72. The computer-readable medium as in claim 67, wherein the contact display program means of the computer program comprises calendar display program means for causing the computer to display a calendar, and for causing the computer to display visual attributes corresponding to respective contact types on calendar dates on which business events have occurred.

73. The computer-readable medium as in claim 72, wherein the calendar display program means of the computer program comprises filter selection program means for causing the computer to display selected ones of the visual attributes based on the filter criteria.

74. A computerized method of assisting a user in providing service to a customer in connection with products, information and services, the method comprising the steps of:

a) storing customer relationship information, including customer identification information and one or more business events related to one or more customers;

b) providing a customizable framework for storing, retrieving and displaying the customer relationship information according to one or more contact types related to the one or more customers;

c) displaying a depiction of the one or more contact types within the customizable framework associated with the one or more customers;

d) locating a business event within the customizable framework associated with the one or more customers, by selectively processing any one or more of the customer identification information, a contact date, and one or more of the contact types; and

e) selectively displaying one or more records detailing the business event located by the locating step.

75. The method claim 74, wherein the step of displaying a depiction of the one or more contact types comprises the step of displaying a file folder having a labeled file tab for at least some of the one or more contact types.

76. The method of claim 75, wherein the step of locating a business event comprises the step of selecting one or more of the business events associated with a corresponding one or more of the labeled file tabs.

77. The method of claim 76, wherein the step of locating a business event further comprises the step of providing one or more sub-type file tabs corresponding to one or more contact sub-types, for further narrowing a total number of the business events associated with the corresponding one or more of the labeled file tabs if the business event being searched includes contact sub-types.

78. The method of claim 77, wherein the step of displaying a file folder further comprises the step of depicting the one or more sub-type file tabs as one or more titled paper clips binding the one or more records within the selected contact type and the contact sub-type.

79. The method of claim 74, wherein the step of displaying a depiction of one or more contact types comprises the steps of:

a) displaying a calendar; and

b) displaying, in association with dates on the calendar, one or more unique attributes, each unique attribute corresponding to a particular contact type.

80. The method of claim 74, wherein the step of displaying a depiction of one or more contact types comprises the step of selecting between displaying a calendar depicting the one or more contact types and displaying an ordered list of the one or more business events within the one or more contact types.

81. The method of claim 74, wherein the step of displaying a depiction of one or more contact types further comprises the step of displaying an ordered list of the one or more business events.

82. The method of claim 81, wherein the step of displaying an ordered list comprises the step of displaying all of the business events within one or more selected contact types.

83. The method of claim 81, wherein the step of displaying an ordered list comprises the step of displaying the ordered list on a depiction of a notebook.

84. The method of claim 74, further comprising the step of representing the one or more records as virtual paper representations.

85. The method of claim 74, wherein the step of displaying a depiction of the one or more contact types comprises the step of modifying the depiction to correspond to the number and depiction labels of the contact types within the customizable framework.