Management of roadside service requests

• US 8,805,419 B2
• Filed: 01/23/2012
• Issued: 08/12/2014
• Est. Priority Date: 01/26/2011
• Status: Active Grant

• Current Assignee: Goodyear Tire & Rubber Company
• Original Assignee: Goodyear Tire & Rubber Company
• Inventors: Marr, Cary Duane, Sutfin, Roy B.
• Primary Examiner(s): Eng, George
• Assistant Examiner(s): HAMMONDS, MARCUS C
• Application Number:
  US13/356,214
• Publication Number:
  US 20120190384A1
• Time in Patent Office: 932 Days
• Field of Search: 4554041-4042, 4554141-4144, 4554561-457, 455/466, 379/45
• US Class Current: 455/456.3
• CPC Class Codes: G08B 25/016 Personal emergency signalling and security systems emergency non-personal manually actuated alarm activators G08B25/12

Abstract

A method and apparatus to manage a service request involves the use of a smart phone'"'"'s ability to communicate GPS information over the internet. A customer in need of roadside service can submit a roadside service request through a mobile web site or mobile application, and can provide location information through the smart phone'"'"'s GPS receiver. Should the system not have a location for the customer, a unique URL can be created that identifies the service request and sent for the customer to access on the smart phone, which allows the web server to request the smart phone'"'"'s GPS location and automatically associate it with the correct service request.

Claims

1. A method for managing a service request for roadside assistance of a vehicle needing service via an internet connection, comprising:

authorizing a user,

receiving service request data through the internet representing the service request from the user,

associating a unique URL with the service request,

sending data to a mobile communications device representing the unique URL,

receiving a web site request for the unique URL from the mobile communication device

in response to receiving the website request, requesting location data representing a physical location of the vehicle needing service from the mobile communications device to cause the mobile communications device to generate the location data, wherein the location data is selected from the group consisting of GPS location data, triangulated location data and ground-based positioning system location data,

receiving the location data from the mobile communications device through the internet, and

associating the location data with the service request data in order to carry out the service request.

2. The method of claim 1, further comprising:

receiving data representing a physical location of a service vehicle dispatched to handle the service request;

generating a graphical map, wherein the physical locations of the vehicle needing service and the service vehicle are marked on the graphical map; and

transmitting the graphical map through the internet to the user.

3. The method of claim 1, wherein the location data comprises GPS location data generated by a GPS receiver in the mobile communications device.

4. The method of claim 1, wherein the data representing the unique URL is sent to the mobile communications device as a text message.

5. The method of claim 1, wherein at least one of requesting the location data and receiving the location data is performed while the mobile communications device is engaged in a telephone call with a dispatcher.

6. A method for managing a service request for roadside assistance of a vehicle needing service via an internet connection, comprising:

associating a unique URL with the service request,

sending data to a mobile communications device representing the unique URL,

receiving a website request for the unique URL from the mobile communication device˜

in response to receiving the website request, responding to the mobile communications device accessing the unique URL by requesting location data representing a physical location of the vehicle needing service from the mobile communications device to cause the mobile communications device to generate the location data, wherein the location data is selected from the group consisting of GPS location data, triangulated location data and ground-based positioning system location data,

receiving the location data through the internet, and

associating the location data with the service request.

7. The method of claim 6, wherein the data representing the unique URL is sent to the mobile communications device as a text message.

8. The method of claim 6, wherein the location data comprises GPS location data generated by a GPS receiver in the mobile communications device.

9. The method of claim 6, wherein at least one of requesting the location data and receiving the location data is performed while the mobile communications device is engaged in a telephone call with a dispatcher.

10. An apparatus, comprising:

at least one processor; and

program code configured to be executed by the at least one processor to manage a service request for roadside assistance of a vehicle needing service via an internet connection by;

authorizing a user,

receiving service request data through the internet representing the service request from the user,

associating a unique URL with the service request,

sending data to a mobile communications device representing the unique URL,

receiving a website request for the unique URL from the mobile communication device,

in response to receiving the website request, requesting location data representing a physical location of the vehicle needing service from the mobile communications device to cause the mobile communications device to generate the location data, wherein the location data is selected from the group consisting of GPS location data, triangulated location data and ground-based positioning system location data,

receiving the location data from the mobile communications device through the internet, and

associating the location data with the service request data in order to carry out the service request.

11. The apparatus of claim 10, wherein the program code is further configured to:

receive data representing a physical location of a service vehicle dispatched to handle the service request;

generate a graphical map, wherein the physical locations of the vehicle needing service and the service vehicle are marked on the graphical map; and

transmit the graphical map through the internet to the user.

12. The apparatus of claim 10, wherein the location data comprises GPS location data generated by a GPS receiver in the mobile communications device.

13. The apparatus of claim 10, wherein the data representing the unique URL is sent to the mobile communications device as a text message.

14. The apparatus of claim 10, wherein at least one of requesting the location data and receiving the location data is performed while the mobile communications device is engaged in a telephone call with a dispatcher.

15. An apparatus, comprising:

at least one processor; and

program code configured to be executed by the at least one processor to manage a service request for roadside assistance of a vehicle needing service via an internet connection by;

associating a unique URL with the service request,

sending data to a mobile communications device representing the unique URL,

receiving a website request for the unique URL from the mobile communication device,

in response to receiving the website request, requesting location data representing a physical location of the vehicle needing service from the mobile communications device to cause the mobile communications device to generate the location data, wherein the location data is selected from the group consisting of GPS location data, triangulated location data and ground-based positioning system location data,

receiving the location data through the internet, and

associating the location data with the service request.

16. The apparatus of claim 15, wherein the data representing the unique URL is sent to the mobile communications device as a text message.

17. The apparatus of claim 15, wherein the location data comprises GPS location data generated by a GPS receiver in the mobile communications device.

18. The apparatus of claim 15, wherein at least one of requesting the location data and receiving the location data is performed while the mobile communications device is engaged in a telephone call with a dispatcher.