Online installation scheduling system and method for cable services

• US 8,219,436 B2
• Filed: 08/19/2009
• Issued: 07/10/2012
• Est. Priority Date: 12/24/2003
• Status: Active Grant

• Current Assignee: Time Warner Cable Enterprises LLC (Charter Communications Incorporated)
• Original Assignee: Time Warner Cable Inc. (Charter Communications Incorporated)
• Inventors: Henry, Jeffrey L., Coughlin, Robert W. Jr., Monteyne, Donald G.
• Primary Examiner(s): Loftis, Johnna
• Assistant Examiner(s): Miller, Alan S
• Application Number:
  US12/543,570
• Publication Number:
  US 20090313080A1
• Time in Patent Office: 1,056 Days
• Field of Search: 705 712- 725
• US Class Current: 705/7.21
• CPC Class Codes: G06Q 10/0631 Resource planning, allocation, distributing or scheduling for enterprises or organisations
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting
• CPC Class Codes: G06Q 10/1093 Calendar-based scheduling for persons or groups
• CPC Class Codes: G06Q 10/1097 Task assignment
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]

Abstract

A system and method for creating, scheduling, and managing time slots for installation appointments. Embodiments of the present invention permit a trading partner to offer a customer the ability to schedule installation of cable services on-line. A cable operator maintains an inventory of time slots. One or more time slots from the time slot inventory are offered to a customer based on ordering information received from the customer. A customer selects a time slot from the one or more offered time slots. A cable operator then assigns an installation appointment to the customer within the time slot selected by the customer. A cable operator may also determine the status of the inventory of time slots (e.g., time slots allocated, time slots consumed, and time slots available) for a system, a location, or a trading partner.

Claims

1. A system for scheduling installation of services offered by a service provider comprising:

a time slot inventory comprising time slots, wherein the time slot inventory comprises a plurality of time slots each comprising a plurality of available installation appointments for installation of a service;

an order interface configured to receive orders from a prospective customer;

a time slot management system comprising a processor, wherein the processor is configured to execute software instructions to cause the time slot management system to perform the functions of;

establishing an alert trigger for each of the plurality of time slots, wherein the alert trigger comprises a condition indicative of a utilization of the plurality of available installation appointments;

receiving via the order interface ordering information and order qualifying information from a prospective customer, wherein the ordering information comprises a request for installation of the service and wherein the order qualifying information comprises information relating to the state of the installation location;

qualifying the request for installation of the service for scheduling using the order qualifying information;

when the requested service qualifies for scheduling;

selecting from the time slot inventory at least one available time slot for installation of the service, wherein the at least one available time slot is selected based on the ordering information;

displaying to the prospective customer an offer comprising the at least one available time slot via the order interface; and

receiving from the prospective customer via the order interface a confirmation, wherein the confirmation comprises selection of a particular time slot of the at least one available time slot by the prospective customer;

scheduling the installation within the selected time slot;

displaying the selected time slot to the prospective customer;

determining whether the condition of the alert trigger established for each of the plurality of time slots is satisfied; and

issuing an alert message when the utilization of the plurality of available installation appointments satisfies the condition of the alert trigger for any one of the plurality of time slots.

2. The system of claim 1, wherein the condition of the alert trigger is a number of available installation appointments is less than or equal to a threshold determined over a time period.

3. The system of claim 1, wherein the plurality of available installation appointments is associated with a time and a date, and wherein the condition of the alert trigger is a next available installation appointment is more than a threshold time period after a current date and time.

4. The system of claim 1, wherein the processor is further configured to execute software instructions to cause the time slot management system to perform the functions of acquiring a number of appointments scheduled for each of the plurality of time slots and determining a percentage utilization for each of the plurality of time slots, wherein the percentage utilization equals the number of scheduled installation appointments for any one of the plurality of time slots divided by a maximum number of installation appointments available for that time slot, and wherein the condition of the alert trigger is the percentage utilization for each of the plurality of time slots exceeds a maximum percentage utilization threshold.

5. The system of claim 1, wherein the processor is further configured to execute software instructions to cause the time slot management system to perform the functions of acquiring a number of appointments scheduled for each of the plurality of time slots and determining a minimum percentage utilization in a time period for each of the plurality of time slots, wherein the percentage utilization equals the number of scheduled installation appointments for any one of the plurality of time slots divided by a maximum number of installation appointments available for that time slot and wherein the condition of the alert trigger is the percentage utilization for each of the plurality of time slots is less than a minimum percentage utilization threshold.

6. The system of claim 1, wherein the alert message is an e-mail message.

7. The system of claim 1, wherein the service is selected from the group consisting of high-speed data service, voice over IP service, and video service.

8. The system of claim 1, wherein the processor is further configured to execute software instructions to cause the time slot management system to perform the function of when the requested service does not qualify for scheduling, sending to the prospective customer a notice via the order interface that the requested service does not qualify for scheduling using the automated scheduling system.

9. The system of claim 1, wherein the order interface is an online interface.

10. The system of claim 1, wherein the ordering information comprises customer'"'"'s name, address, contact number, and payment information.

11. The system of claim 1, wherein the processor is further configured to execute software instructions to cause the time slot management system to perform the functions of:

receiving service availability information;

determining from the service availability information whether the service is available to the prospective customer; and

when the service is not available to the prospective customer, then sending to the prospective customer a notice via the order interface that the requested service is not available.

12. The system of claim 11, wherein service availability information is selected from the group consisting of a zip code and a street address.

13. The system of claim 1, wherein the service is a cable service, wherein the order qualifying information comprises affirmative responses to questions directed to whether the prospective customer lives in a house, whether the house is wired for the cable service, and whether a cable outlet is within a threshold distance of a computer.

14. The system of claim 1, wherein the time slot inventory comprises a common slot pool and a reserved slot pool, and wherein the processor is further configured to execute software instructions to cause the time slot management system to perform the functions of:

determining from the ordering information whether the prospective customer is entitled to a time slot held in the reserved slot pool; and

selecting the time slot from the reserved slot pool when the prospective customer is entitled to the time slot held in the reserved slot pool.

15. The system of claim 14, wherein the service provider comprises organizational units and the reserved slot pool is associated with an organizational unit, and wherein the ordering information associates the prospective customer with the organizational unit.

16. The system of claim 14, wherein the service provider offers services of trading partners and the reserved slot pool is associated with a trading partner unit, and wherein the ordering information associates the prospective customer with the trading partner.

17. The system of claim 14, wherein the reserved slot pool comprises time slots grouped by time periods.