Receiving and queuing requests from hospitality customers

• US 9,436,958 B2
• Filed: 03/15/2013
• Issued: 09/06/2016
• Est. Priority Date: 03/15/2013
• Status: Active Grant

• Current Assignee: Monscierge Incorporated
• Original Assignee: Monscierge Incorporated
• Inventors: Robinson, Marcus Lee, Lewis, Nathaniel Paul, Ready, John Spencer, Marold, Kenneth Richard, Texter, James Russell III
• Primary Examiner(s): Dunham, Jason
• Assistant Examiner(s): LOHARIKAR, ANAND R
• Application Number:
  US13/842,177
• Publication Number:
  US 20140279244A1
• Time in Patent Office: 1,271 Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/0623 Item investigation
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 76/10 Connection setup

Abstract

System, method, and computer program product embodiments for receiving customer requests use a request management system. An embodiment operates by establishing a connection with a customer'"'"'s mobile device, obtaining information about the location of the customer'"'"'s mobile device, providing to the customer'"'"'s mobile device a set of data describing goods or services currently offered by one or more business locations, receiving from the customer'"'"'s mobile device a request for a good or service offered by a particular business location, and adding the request to a queue associated with one or more groups assigned to fulfill the request based on the request type.

Claims

1. A computer-implemented method for receiving requests using a request management system comprising:

establishing a wireless network connection between a customer'"'"'s mobile device and a server including at least one processor;

determining, by a geolocation service at the server, a geolocation of the customer'"'"'s mobile device;

determining, by the server, a selectable set of data describing goods or services currently offered by a business location associated with the geolocation of the customer'"'"'s mobile device;

providing, via the wireless network connection, the selectable set of data to the customer'"'"'s mobile device based on the geolocation determined by the server;

receiving, from the customer'"'"'s mobile device, a request based on a selection from the selectable data set;

determining, by the server, a queue stored at the server and associated with one or more groups assigned to fulfill the request based on a request type and the geolocation;

adding the request to the queue associated with the one or more groups assigned to fulfill the request based on the request type and the geolocation;

establishing a network connection between the server and a staff mobile device associated with the one or more groups assigned to fulfill the request; and

providing the queue to the staff'"'"'s mobile device associated with the one or more groups.

2. The computer-implemented method of claim 1, further comprising:

generating a list of one or more business locations based on a serviceable distance of the mobile device'"'"'s geolocation;

providing the list of business locations to the customer'"'"'s mobile device; and

receiving a selection from the customer'"'"'s mobile device selecting a particular business location from the list of business locations.

3. The computer-implemented method of claim 1, further comprising:

providing to the customer'"'"'s mobile device a customized brand display based on settings configured by a business user.

4. The computer-implemented method of claim 1, the receiving further comprising:

processing a message which includes the request type, a time and date of the request, a need by input value, an indication of one or more options selected by the customer, and associated metadata.

5. The computer-implemented method of claim 4, wherein the associated metadata includes a link and a priority indicator configured to trace requests in the request management system.

6. The computer-implemented method of claim 1, the adding further comprising:

identifying one or more groups assigned in the request management system to fulfill the request type.

7. The computer-implemented method of claim 1,

the groups comprising one or more users assigned to each group in the request management system.

8. A request management system, comprising:

a memory; and

at least one processor coupled to the memory and configured to;

establish a wireless network connection between a customer'"'"'s mobile device and the least one processor;

determine a geolocation of the customer'"'"'s mobile device;

determine a selectable set of data describing goods or services offered by a business location associated with the geolocation of the customer'"'"'s mobile device;

provide, via the wireless network connection, the selectable set of data to the customer'"'"'s mobile device based on the geolocation determined by the processor;

receive, from the customer'"'"'s mobile device, a request based on a selection from the selectable data set;

determine a queue associated with one or more groups assigned to fulfill the request based on a request type and geolocation;

add the request to the queue associated with the one or more groups assigned to fulfill the request based on the request type and geolocation;

establish a network connection between the processor and a staff mobile device associated with the one or more groups assigned to fulfill the request; and

provide the queue to the staff'"'"'s mobile device associated with the one or more groups.

9. The system of claim 8, wherein the at least one processor is further configured to:

generate a list of one or more business locations based on a serviceable distance of the mobile device'"'"'s geolocation;

provide the list of business locations to the customer'"'"'s mobile device; and

receive a selection from the customer'"'"'s mobile device selecting a particular business location from the list of business locations.

10. The system of claim 8, wherein the at least one processor is further configured to:

provide to the customer'"'"'s mobile device a customizable brand display based on settings configured by a business user.

11. The system of claim 8, wherein the at least one processor when receiving is further configured to:

process a message which includes the request type, a time and date of the request, a need by input value, an indication of one or more options selected by the customer, and associated metadata.

12. The system of claim 11, wherein the associated metadata includes a link and a priority indicator configured to trace requests in the request management system.

13. The system of claim 8, wherein the at least one processor when adding is further configured to:

identify the one or more groups assigned in the request management system to fulfill the request type.

14. The system of claim 8, wherein

the groups comprise one or more users assigned to each group in the request management system.

15. A non-transitory computer-readable device having instructions stored thereon that, when executed by at least one computing device, causes the at least one computing device to perform operations in a request management system comprising:

establishing a wireless network connection between a customer'"'"'s mobile device and a server including at least one processor;

determining, by a geolocation service at the server, a geolocation of the customer'"'"'s mobile device;

determining, by the server, a selectable set of data describing goods or services currently offered by a business location associated with the geolocation of the customer'"'"'s mobile device;

providing, via the wireless network connection, the selectable set of data to the customer'"'"'s mobile device based on the geolocation determined by the server;

receiving, from the customer'"'"'s mobile device, a request based on a selection from the selectable data set;

determining, by the server, a queue stored at the server and associated with one or more groups assigned to fulfill the request based on a request type and the geolocation;

adding the request to the queue associated with the one or more groups assigned to fulfill the request based on the request type and the geolocation;

establishing a network connection between the server and a staff mobile device associated with the one or more groups assigned to fulfill the request; and

providing the queue to the staff'"'"'s mobile device associated with the one or more groups.

16. The computer-readable device of claim 15, the operations further comprising:

generating a list of one or more business locations based on a serviceable distance of the mobile device'"'"'s geolocation;

providing the list of business locations to the customer'"'"'s mobile device; and

receiving a selection from the customer'"'"'s mobile device selecting a particular business location from the list of business locations.

17. The computer-readable device of claim 15, the operations further comprising:

providing to the customer'"'"'s mobile device a customized brand display based on settings configured by a business user.

18. The computer-readable device of claim 15, the operation of receiving further comprising:

processing a message which includes the request type, a time and date of the request, a need by input value, an indication of one or more options selected by the customer, and associated metadata.

19. The computer-readable device of claim 18, wherein the associated metadata includes a link and a priority indicator configured to trace requests in the request management system.

20. The computer-readable device of claim 15, wherein the groups comprise one or more users assigned to each group in the request management system.