System for enhanced customer service

• US 8,126,862 B2
• Filed: 08/11/2008
• Issued: 02/28/2012
• Est. Priority Date: 08/11/2008
• Status: Expired due to Fees

• Current Assignee: PowerCSI Inc
• Original Assignee: Larry Appleby, Matt Mcdermott, Mike Ellis, Todd Oleno
• Inventors: McDermott, Matt, Appleby, Larry, Oleno, Todd, Ellis, Mike
• Primary Examiner(s): THAI, HANH B
• Application Number:
  US12/189,752
• Publication Number:
  US 20100036877A1
• Time in Patent Office: 1,296 Days
• Field of Search: 707/705, 707/758, 707/770, 707/781, 701/32, 455/419
• US Class Current: 707/705
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/04 Billing or invoicing

Abstract

Systems according to the present invention may be used to convey information to enhance customer service for a wide variety of industries. Among other things, systems of the present invention allow a service provider to supply customers with information on services provided for the customer using one or more methods of distribution and in a manner that is fast, efficient, and easy for the customer to access. The information provided to customers can be distributed in a variety of formats and stored permanently for retrieval by the customer at any time. The present invention also allows service providers to gather metrics on communications to customers, as well as to facilitate targeted marketing efforts to help build customer loyalty.

Claims

1. A computer system for maintaining a file related to repairs and service performed on a vehicle over the life of the vehicle, the computer system comprising:

a communications interface;

a processor remote to the vehicle, the processor coupled to the communications interface; and

a memory remote to the vehicle, the memory coupled to the processor and storing instructions that, when executed by the processor, cause the processor to;

(a) receive an entry through the communications interface, the entry including data from a user, the data including the identification of the user, at least one of audio data and video data, reference information to identify the entry, and one or more of (i) information related to service or repair performed on the vehicle, (ii) recommended service or repair for the vehicle, and (iii) a customer'"'"'s instructions concerning service or repair to be performed on the vehicle;

(b) store a file on the computer system, the file comprising;

the entry and

a vehicle identifier;

(c) make the file remotely retrievable by (i) any authorized user using either a user identifier or the vehicle identifier, and (ii) the customer by using either a customer identifier or the vehicle identifier.

2. The computer system of claim 1, wherein the file further comprises at least one of:

an identifier for a repair center at which the service is performed; and

a service invoice identifier.

3. The computer system of claim 1, wherein the memory further stores instructions to cause the processor to analyze at least one of the file and the database entry to determine a metric selected from the list consisting of:

information regarding creation of the file;

information regarding the communication provided to the user;

a service history for the vehicle;

contact information for the customer;

marketing information;

a status of the service on the vehicle; and

combinations thereof.

4. The computer system of claim 3, wherein analyzing at least one of the file and the database entry is initiated in response to a command from a user of the computer system.

5. The computer system of claim 4, wherein the memory further stores instructions to cause the processor to limit the access to the metric based on a security level associated with the user of the computer system.

6. The computer system of claim 1 that further includes sending a communication to the customer by at least one of an electronic mail and a short message service (SMS) message, wherein the communication includes the status of a service or repair being performed on the vehicle.

7. The computer system of claim 6, wherein providing the communication to the user includes delivering the at least one of the electronic mail and the SMS message to an address received from the data.

8. The computer system of claim 6, wherein providing the communication to the customer is performed in response to receiving a request for the file from the customer.

9. The computer system of claim 8, wherein the customer providing the request for the file is remote to the computer system.

10. The computer system of claim 9, wherein the request for the file is provided using at least one of a website interfaced over the Internet, an email, a telephone call, and an SMS message.

11. The computer system of claim 1 that further includes one or more of:

(a) providing an authorization code to the user that, when provided to the computer system by the user, allows the user to gain access to the file, and (b) providing an authorization code to the customer that, when provided to the computer system by the customer, allows the customer to gain access to the file.

12. The computer system of claim 1 wherein the file includes a plurality of entries entered by a plurality of users, wherein at least one of the entries is created by a user different from the other of the plurality of users.

13. The computer system of claim 12 wherein the entries include an acceptance or rejection by the customer of a recommended repair or service to the vehicle.

14. The computer system of claim 1 that further includes a plurality of entries in the file, a plurality of service providers and a plurality of users, and at least one of the plurality of users works for a service provider different from the other of the plurality of service providers, and each of the plurality of users has placed an entry into the file.

15. A computer system comprising:

a searchable database;

a processor coupled to the communications interface; and

a memory coupled to the processor and storing instructions that, when executed by the processor, cause the processor to perform a method for storing a file that has been received, the file including the service record for a vehicle that includes each of an audio, video, text, and one or more still images for a plurality of vehicle repairs performed over the life of the vehicle, the method comprising;

automatically storing the file into the searchable database as the file is being created, the file capable of being located in the database by searching one or more fields, the one or more fields selected from the group consisting of;

a VIN of an automobile;

a name of the person who created the file;

a make, model and year of manufacture of the automobile;

a name of an entity that created the file;

a date the file was created;

a date the file was stored in the searchable database; and

a type of problem addressed in the file;

the file accessible by a customer by using either the VIN or a customer user number.

16. The computer system of claim 15, wherein creation of the file further includes:

establishing a connection between the computer and a user; and

enabling the user to speak into a receiver wherein the speech travels through the connection and is stored as audio in the file stored in the searchable database.

17. The computer system of claim 15, wherein the one or more fields are automatically populated when the file is created.

18. The computer system of claim 15, wherein the one or more fields are selected and entered by a user before creating the file.