Paint customer service information method and apparatus

• US 5,974,388 A
• Filed: 05/17/1996
• Issued: 10/26/1999
• Est. Priority Date: 05/17/1996
• Status: Expired due to Fees

• Current Assignee: American Standox Incorporated
• Original Assignee: American Standox Incorporated
• Inventors: Durham, David A.
• Primary Examiner(s): MacDonald, Allen R.
• Assistant Examiner(s): Kanof, Pedro R.
• Application Number:
  US08/649,454
• Time in Patent Office: 1,257 Days
• Field of Search: 705/26, 705/27, 705/1
• US Class Current: 705/305
• CPC Class Codes: G06Q 10/087 Inventory or stock management, e.g. order filling, procurement or balancing against orders
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

An apparatus for providing paint product related information to customers and recording customer telephone calls includes work stations (10, 23) having a memory device (18) storing a plurality of paint product information and a plurality of customer information, an input device (12) for generating a customer request for information signal related to a selected one of the paint products, a display device (14) for visually displaying information and graphic displays in response to display signals, a computer (13) responsive to the customer request for information signal for selecting from the customer information caller information related to a customer associated with the customer request and generating a first display signal to the display device (14) to visually display a call log graphic display (43) including the caller information (44), and being responsive to the customer request for information signal for selecting a portion of the paint product information related to advice to be given to the customer and generating a second display signal to visually display (58, 88) the selected portion of the paint product information on said display device (14) and a modem (16) connected between the computer (13) and a telephone system (17) for sending the selected portion of the paint product information to the customer.

Claims

1. An apparatus for use in providing paint product related information to customers, said apparatus comprising:

a memory (18) for storing paint information related to each of a plurality of paint products and customer information relating to a plurality of customers;

an input means (12) for generating a customer request for information signal related to a selected one of said paint products;

a display (14) for visually displaying said paint information and said customer information; and

a computer (13) connected to said memory (18), said input means (12) and said display (14), said computer responsive to said customer request for information signal for selecting from said paint information stored in said memory (18) a portion of information related to said selected one of said paint products and generating a display signal to said display (14) to visually display said portion of information on said display (14), said computer responsive to said customer request for information signal for selecting from said memory customer information and paint information associated with said customer information.

2. The apparatus according to claim 1 wherein said portion of information includes at least one image stored in said memory (18).

3. The apparatus according to claim 2 wherein said one image is one of a technical data sheet image (31), a material safety data sheet image (32) and a paint label image (33).

4. The apparatus according to claim 1 wherein said paint information includes technical data sheet images, material safety data sheet images and paint label images.

5. The apparatus according to claim 1 wherein said input means (12) is actuated by a human operator to generate said customer request for information signal.

6. The apparatus according to claim 1 including a modem (16) connected between said computer (13) and a telephone system (17), said computer (13) generating said portion of information as an output signal through said modem (16) and the telephone system (17) to a customer (26, 29).

7. The apparatus according to claim 1 including a modem (16) connected between said computer means (13) and a telephone system (17) and wherein a customer (26, 29) generates said customer request for information signal related to a selected one of said paint products through the telephone system (17) and said modem (16) to said computer means (13).

8. A system for use in providing paint product related information to customers and recording customer telephone calls comprising:

a memory (18) for storing a first plurality of paint image information (31, 32,

     33) related to a plurality of paint products and a second plurality of customer information (34);

an input means (12) for generating a customer request for information signal related to a selected one of said paint products;

a display (14) for visually displaying information and graphic displays in response to display signals;

and a computer (13) connected to said memory (18), said input means (12) and said display (14), said computer responsive to said customer request for information signal for selecting from said customer information (34) caller information related to a customer associated with said customer request for information signal, generating a first display signal to said display (14) to visually display a call log graphic display (43) including said caller information (44), being responsive to said customer request for information signal for selecting from said image information (31,32,33) an image related to technical advice to be given to said customer associated with said customer request for information signal, and generating a second display signal to said display (14) to visually display said image on said display (14).

9. A system for use in providing paint product related information to customers and recording customer telephone calls comprising:

at least two work stations (10,

     23) connected by a bus (21) to a memory device (18) and connected to a telephone system (17), said memory device (18) storing a plurality of paint product information and a plurality of customer information; and

each said work station (10,

     23) including an input device (12) for generating a customer request for information signal related to a selected one of the paint products, a display device (14) for visually displaying information and graphic displays in response to display signals, a computer (13) connected to said memory device (18), said input device (12) and said display device (14) and being responsive to said customer request for information signal for selecting from said customer information caller information related to a customer associated with said customer request for information signal, generating a first display signal to said display device (14) to visually display a call log graphic display (43) including said caller information (44), being responsive to said customer request for information signal for selecting a portion of said paint product information related to advice to be given to said customer associated with said customer request for information signal, and generating a second display signal to said display (14) to visually display (58,

     88) said selected portion of said paint product information on said display (14) and a modem (16) connected between said computer (13) and the telephone system (17) for sending said selected portion of said paint product information to said customer associated with said customer request for information signal.

10. The apparatus according to claim 9 wherein said paint product information includes images stored in said memory (18), said images being technical data sheet images (31), material safety data sheet images (32) and paint label images (33).

11. The apparatus according to claim 9 wherein said computer (13) generates said first display signal to said display (14) to visually display a Call Log window (43) on said display (14) and generates a third display signal to said display (14) to visually display at least one of a Select type of . . . command button window (52), a Lookup Information list box (44c), a List of Calls dialog box (52d) and a Voice Mail Being . . . window (54).

12. The apparatus according to claim 9 wherein said computer (13) generates said first display signal to said display (14) to visually display a Call Log window (43) on said display (14) and generates a third display signal to said display (14) to visually display at least one of a Switchboard window (111) and a Call Complaint Inquiry window (114).

13. The apparatus according to claim 9 wherein said computer (13) generates said second display signal to said display (14) to visually display a Color Advice window (58) on said display (14) and generates a third display signal to said display (14) to visually display at least one of a Watermark Professional Edition window (67), a Color Complaint window (72), a Color Complaint--USA window (76), a Search for Cro . . . window (79), a Cross Code dialog box (80) and a Cross Code Notes window (85).

14. The apparatus according to claim 9 wherein said computer (13) generates said second display signal to said display (14) to visually display a Technical Support window (88) on said display (14) and generates a third display signal to said display (14) to visually display at least one of a Technical Advice window (99), a Product Batch Check Information window (102), a Trouble Shooting:

Defect window (105) and a Reminder! window (108).