Systems and methods for tracking and responding to mobile events in a relationship management system

• US 9,883,033 B2
• Filed: 01/25/2016
• Issued: 01/30/2018
• Est. Priority Date: 02/28/2014
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Li, Jason, Evans, Adam, Loughlin, Steve, Echague, Patricio
• Primary Examiner(s): Gelin, Jean
• Application Number:
  US15/005,992
• Publication Number:
  US 20160142542A1
• Time in Patent Office: 736 Days
• Field of Search: 4554121, 4554122, 4554141, 455458, 455459, 455515, 455516, 455517, 4554561
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/025 using location based information parameters
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 68/04 multi-step notification using statistical or historical mobility data
• CPC Class Codes: H04W 8/02 Processing of mobility data, e.g. registration information at HLR [Home Location Register] or VLR [Visitor Location Register]; Transfer of mobility data, e.g. between HLR, VLR or external networks

Abstract

A method and apparatus for tracking and responding to mobile events in a relationship management system is described. The method may include detecting a mobile event associated with a user of a relationship management system. Furthermore, the method may include analyzing the mobile event to determine at least one relationship management process associated with the user for which the mobile event is related. The method may also include generating one or more relationship management system notifications for transmission to the mobile device of the user prior to initiation of the mobile event, and generating one or more relationship management suggestions or relationship management system notifications for transmission to the mobile device of the user after a termination of the mobile event.

Claims

1. A method, comprising:

receiving, from a remote mobile electronic device, an indication corresponding to detecting a mobile event associated with a user of a relationship management system running on a host electronic computing system configured to receive the indication from the remote mobile electronic device to provide access to the relationship management system, the relationship management system to store and analyze at least electronic communications involving the user;

analyzing, with the host electronic computing system, the mobile event to determine at least one relationship management process comprising at least a sequential series of stages in communication between the user and one or more relationships and collaborators tracked by the relationship management system;

generating, with the host electronic computing system, either

     1) one or more relationship management system notifications for transmission to be transmitted to the mobile electronic device, or

     2) one or more relationship management suggestions or relationship management system notifications to be transmitted to the mobile electronic device after a termination of the mobile event.

2. The method of claim 1, wherein the mobile event is a mobile telephone call event, further comprising:

receiving pre-call data associated with the mobile telephone call event from the mobile device of the user, wherein the pre-call data includes at least a telephone number of a second user involved in the mobile telephone call event, and the pre-call data is received before the mobile telephone call event occurs;

analyzing the pre-call data to identify the second user as a relationship or a collaborator within the process;

generating the one or more relationship management notifications based on the identification of the second user; and

sending the one or more generated relationship management notifications to the mobile device of the user before the call occurs.

3. The method of claim 2, wherein the pre-call data comprises a telephone number of an incoming call received by the mobile device of the user.

4. The method of claim 2, wherein the pre-call data comprises a telephone number of an outgoing call to be placed by the mobile device of the user.

5. The method of claim 2, wherein the one or more relationship management notifications include at least an identification of the at least one relationship management process associated with the user, a status of the at least one relationship management process, and an identification of the second user as a collaborator or a relationship of the user within the at least one relationship management process.

6. The method of claim 2, wherein the mobile event is a mobile telephone call event, further comprising:

receiving post-call data associated with the mobile telephone call event from the mobile device of the user, wherein the post-call data includes at least a duration of the telephone call event and a direction of the telephone call event, wherein the post-call data is tracked by the mobile device and received after the call event is terminated;

analyzing the post-call data to determine one or more relationship management suggestions based on the pre-call data, the post call data, and the at least one relationship management process; and

sending the one or more generated relationship management suggestions to the mobile device of the user after the call event is terminated.

7. The method of claim 6, wherein the generated relationship management suggestion is a suggestion to for the user to add the second user as a new relationship or collaborator within a second process.

8. The method of claim 1, wherein the mobile event is a calendar event, further comprising:

receiving access credentials from the user for a calendar system;

accessing the calendar system using the access credentials;

locating the calendar event in the calendar system, wherein the calendar event is an imminent event that is scheduled to occur within a predetermined amount of time;

extracting event data from the calendar event;

determining that the calendar event is related to the at least one relationship management process based on the extracted event data; and

generating the one or more relationship management notifications and the one or more relationship management suggestions based on the event data and the at least one relationship management process.

9. The method of claim 8, wherein the event data extracted from the calendar event includes at least one or more attendees of the calendar event, a title of the calendar event, a location specified in the calendar event, and a description of the calendar event.

10. The method of claim 8, wherein the one or more generated relationship management suggestions include at least a suggestion to follow up with one or more attendees of the calendar event.

11. A non-transitory computer readable storage medium including instructions that, when executed by one or more processors, are configurable to cause the one or more processors to:

receive, from a remote mobile electronic device, an indication corresponding to detect a mobile event associated with a user of a relationship management system running on a host electronic computing system configured to receive the indication from the remote mobile electronic device to provide access to the relationship management system, the relationship management system to store and analyze at least electronic communications involving the user;

analyze, with the host electronic computing system, the mobile event to determine at least one relationship management process comprising at least a sequential series of stages in communication between the user and one or more relationships and collaborators tracked by the relationship management system;

generate, with the host electronic computing system, either

     1) one or more relationship management system notifications for transmission to be transmitted to the mobile electronic device, or

     2) one or more relationship management suggestions or relationship management system notifications to be transmitted to the mobile electronic device after a termination of the mobile event.

12. The non-transitory computer readable storage medium of claim 11, wherein the mobile event is a mobile telephone call event, further comprising:

receiving pre-call data associated with the mobile telephone call event from the mobile device of the user, wherein the pre-call data includes at least a telephone number of a second user involved in the mobile telephone call event, and the pre-call data is received before the mobile telephone call event occurs;

analyzing the pre-call data to identify the second user as a relationship or a collaborator within the process;

generating the one or more relationship management notifications based on the identification of the second user; and

sending the one or more generated relationship management notifications to the mobile device of the user before the call occurs.

13. The non-transitory computer readable storage medium of claim 12, wherein the pre-call data comprises a telephone number of an incoming call received by the mobile device of the user.

14. The non-transitory computer readable storage medium of claim 12, wherein the pre-call data comprises a telephone number of an outgoing call to be placed by the mobile device of the user.

15. The non-transitory computer readable storage medium of claim 12, wherein the one or more relationship management notifications include at least an identification of the at least one relationship management process associated with the user, a status of the at least one relationship management process, and an identification of the second user as a collaborator or a relationship of the user within the at least one relationship management process.

16. The non-transitory computer readable storage medium of claim 12, wherein the mobile event is a mobile telephone call event, further comprising:

receiving post-call data associated with the mobile telephone call event from the mobile device of the user, wherein the post-call data includes at least a duration of the telephone call event and a direction of the telephone call event, wherein the post-call data is tracked by the mobile device and received after the call event is terminated;

analyzing the post-call data to determine one or more relationship management suggestions based on the pre-call data, the post call data, and the at least one relationship management process; and

sending the one or more generated relationship management suggestions to the mobile device of the user after the call event is terminated.

17. The non-transitory computer readable storage medium of claim 16, wherein the mobile event is a calendar event, further comprising:

receiving access credentials from the user for a calendar system;

accessing the calendar system using the access credentials;

locating the calendar event in the calendar system, wherein the calendar event is an imminent event that is scheduled to occur within a predetermined amount of time;

extracting event data from the calendar event;

determining that the calendar event is related to the at least one relationship management process based on the extracted event data; and

generating the one or more relationship management notifications and the one or more relationship management suggestions based on the event data and the at least one relationship management process.

18. The non-transitory computer readable storage medium of claim 17, wherein the event data extracted from the calendar event includes at least one or more attendees of the calendar event, a title of the calendar event, a location specified in the calendar event, and a description of the calendar event.

19. The non-transitory computer readable storage medium of claim 17, wherein the one or more generated relationship management suggestions include at least a suggestion to follow up with one or more attendees of the calendar event.

20. A system, comprising:

a memory; and

one or more processors coupled with the memory, the one or more processors configurable to

receive, from a remote mobile electronic device, an indication corresponding to detect a mobile event associated with a user of a relationship management system configured to receive the indication from the remote mobile electronic device to provide access to the relationship management system, the relationship management system to store and analyze at least electronic communications involving the user;

analyze the mobile event to determine at least one relationship management process comprising at least a sequential series of stages in communication between the user and one or more relationships and collaborators tracked by the relationship management system;

generate either

     1) one or more relationship management system notifications for transmission to be transmitted to the mobile electronic device, or

     2) one or more relationship management suggestions or relationship management system notifications to be transmitted to the mobile electronic device after a termination of the mobile event.

21. The system of claim 20, wherein the mobile event is a mobile telephone call event, and the system is further configurable to:

receive pre-call data associated with the mobile telephone call event from the mobile device of the user, wherein the pre-call data includes at least a telephone number of a second user involved in the mobile telephone call event, and the pre-call data is received before the mobile telephone call event occurs;

analyze the pre-call data to identify the second user as a relationship or a collaborator within the process;

generate the one or more relationship management notifications based on the identification of the second user; and

send the one or more generated relationship management notifications to the mobile device of the user before the call occurs.

22. The system of claim 21, wherein the pre-call data comprises a telephone number of an incoming call received by the mobile device of the user.

23. The system of claim 21, wherein the pre-call data comprises a telephone number of an outgoing call to be placed by the mobile device of the user.

24. The system of claim 21, wherein the one or more relationship management notifications include at least an identification of the at least one relationship management process associated with the user, a status of the at least one relationship management process, and an identification of the second user as a collaborator or a relationship of the user within the at least one relationship management process.

25. The system of claim 21, wherein the mobile event is a mobile telephone call event, further comprising:

receiving post-call data associated with the mobile telephone call event from the mobile device of the user, wherein the post-call data includes at least a duration of the telephone call event and a direction of the telephone call event, wherein the post-call data is tracked by the mobile device and received after the call event is terminated;

analyzing the post-call data to determine one or more relationship management suggestions based on the pre-call data, the post call data, and the at least one relationship management process; and

sending the one or more generated relationship management suggestions to the mobile device of the user after the call event is terminated.

26. The system of claim 25, wherein the generated relationship management suggestion is a suggestion to for the user to add the second user as a new relationship or collaborator within a second process.

27. The system of claim 20, wherein the mobile event is a calendar event, further comprising:

receiving access credentials from the user for a calendar system;

accessing the calendar system using the access credentials;

locating the calendar event in the calendar system, wherein the calendar event is an imminent event that is scheduled to occur within a predetermined amount of time;

extracting event data from the calendar event;

determining that the calendar event is related to the at least one relationship management process based on the extracted event data; and

generating the one or more relationship management notifications and the one or more relationship management suggestions based on the event data and the at least one relationship management process.

28. The system of claim 27, wherein the event data extracted from the calendar event includes at least one or more attendees of the calendar event, a title of the calendar event, a location specified in the calendar event, and a description of the calendar event.

29. The system of claim 27, wherein the one or more generated relationship management suggestions include at least a suggestion to follow up with one or more attendees of the calendar event.