System and method for customer service application customization, integration, and distribution

• US 20030088616A1
• Filed: 11/02/2001
• Published: 05/08/2003
• Est. Priority Date: 11/02/2001
• Status: Abandoned Application

• Current Assignee: Qualte Incorporated
• Original Assignee: Qualte Incorporated
• Inventors: Kim, Peter, Schempp, Jerad, Etessami, Hirbod
• Application Number:
  US10/001,020
• Publication Number:
  US 20030088616A1
• Time in Patent Office: Days
• US Class Current: 709/203
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A system and method are disclosed for electronically creating, customizing, integrating, and distributing an electronic customer relationship management (eCRM) system for e-businesses. The method calls for the distribution of a hosted product to one or more first-level e-business entities which, in turn, customize and resell the product to one or more second e-business entities. The invention achieves its objectives by providing electronic modules that allow interaction, customization, and integration at various stages within the distribution process.

Claims

1. A method for distributing an electronic customer relationship management (eCRM) system from a central administrator to a first e-business entity through a second e-business entity to provide a customer service interface between said first entity and customers of said first entity, the method comprising:

a. providing an eCRM system that is hosted on a server of the central administrator;

b. registering said second entity with the central administrator;

c. providing the second entity with online access to a first module within said system, said first module enabling the second entity to customize said eCRM system;

d. providing the customized system to one or more of the first e-business entities; and

e. providing each one of the first e-business entities with online access to a second module within said system, wherein said second module enables the first entity to create and customize a customer service interface with customers of said first e-business entity.

2. The method of claim 1, wherein said registration step is accomplished automatically by accessing a website of the central administrator and providing identifying information of the second entity online.

3. The method of claim 1, wherein said second entity is a web-based reseller and said first entity is a client of said reseller.

4. The method of claim 3, wherein said first module is an account-builder module that enables said reseller to create, implement, and manage an independent account for each of the reseller'"'"'s clients.

5. The method of claim 4, wherein said second module is an account-manager module that enables each client to administer, manage, and address input that is provided by the client'"'"'s customers through the client'"'"'s web-based customer service interface.

6. The method of claim 1, wherein said eCRM system, including said first and second modules, are hosted substantially fully on one or more servers of the central administrator.

7. In a multi-layered electronic network including a central administrator, a plurality of resellers, a plurality of clients, and a plurality of end-users, in which each said reseller has a plurality of clients and each said end-user is a consumer of one or more of said clients'"'"' products, a method for providing an electronic customer relationship management (eCRM) system including an online customer service interface between each said client and the client'"'"'s respective end-users, the method comprising:

a. providing a web-based account-builder module hosted on the central administrator'"'"'s server;

b. accessing said central administrator'"'"'s website through a graphical user interface (GUI) window to provide sign-up information for each reseller;

c. in real time, automatically verifying said sign-up information, automatically registering each reseller with the central administrator, and automatically creating an independent account-builder account for each said reseller;

d. providing a web-based account-manager module, which is hosted on the central administrator'"'"'s server, for creating and customizing client-specific eCRM interfaces;

e. accessing the account-builder module by each reseller to create an independent account-manager account for each of said reseller'"'"'s clients;

f. for each reseller, providing each one of said reseller'"'"'s clients with online access to said account-manager module; and

g. accessing said account-manager module by each client to create and customize said client'"'"'s customer service interface,

thereby providing an automated distribution scheme for distributing said eCRM system from the central administrator to a plurality of clients through a plurality of resellers.

8. The method of claim 7, wherein the account-builder module is configured to enable each reseller to private label, customize, and integrate said account-manager module into web-based product packages and services that are offered by said reseller to the reseller'"'"'s clients.

9. The method of claim 8, wherein the account-builder module further enables each reseller to administer and manage all of said reseller'"'"'s account-manager client accounts.

10. The method of claim 9, wherein said account-builder module comprises a client-manager sub-module and a site-manager sub-module, said client-manager sub-module being adapted to enable management of the pricing for, and the number, status, and billing of each of said reseller'"'"'s clients, and said site-manager sub-module being adapted to enable management of each reseller'"'"'s web site.

11. The method of claim 10, wherein said eCRM system, including said account-builder and account-manager modules, are hosted substantially fully on one or more servers of the central administrator.

12. The method of claim 8, wherein said customization, private labeling, and integration are accomplished online, through a computer system of each respective reseller.

13. The method of claim 8, wherein said creation and customization of each client'"'"'s eCRM interface are accomplished online, through a computer system of each respective client.