Loyalty link method and apparatus for integrating customer information with dealer management information

• US 6,901,374 B1
• Filed: 11/29/2000
• Issued: 05/31/2005
• Est. Priority Date: 11/29/2000
• Status: Expired due to Term

• Current Assignee: The Reynolds and Reynolds Company
• Original Assignee: Reynolds & Reynolds Holdings, Inc.
• Inventors: Himes, Steven G.
• Primary Examiner(s): Dixon, Thomas A.
• Application Number:
  US09/725,080
• Time in Patent Office: 1,644 Days
• Field of Search: 705/1, 705/14, 705/5, 705/13, 235/380, 235/375
• US Class Current: 705/14.37
• CPC Class Codes: G06Q 10/087 Inventory or stock management, e.g. order filling, procurement or balancing against orders
• CPC Class Codes: G06Q 20/20 Point-of-sale [POS] network systems
• CPC Class Codes: G06Q 20/204 comprising interface for record bearing medium or carrier for electronic funds transfer or payment credit
• CPC Class Codes: G06Q 20/382 insuring higher security of transaction
• CPC Class Codes: G06Q 20/4012 Verifying personal identification numbers [PIN]
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0235 constrained by time limit or expiration date
• CPC Class Codes: G06Q 30/0236 Incentive or reward received by requiring registration or ID from user
• CPC Class Codes: G06Q 30/0237 at kiosk
• CPC Class Codes: G06Q 30/0239 Online discounts or incentives

Abstract

A customer data capture system integrated with a dealership data management system allows customer and vehicle maintenance data to be exchanged between a kiosk on the floor of the dealership and the data management system. The customer inserts a customized card into a kiosk, and interacts with the pre-programmed software on the kiosk. The software recommends scheduled maintenance services and suggests potential coupon savings, based on the information received from the customer'"'"'s card and the information stored in the data management system. A service order is generated and routed to the service department. As a result, the accuracy and speed of entering customer data are enhanced, while the dealership is able to offer value-added services at the point of sale, thus enhancing the dealership'"'"'s business relationship with the customer.

Claims

1. A system integration method executed by a programmable apparatus comprising:

a. receiving input data, through a reader, from a user, said reader being capable of processing input and output from a smart card, wherein said input data comprises customer information, vehicle information, maintenance schedule information, coupon information, a personal identification number (PIN), and administrator data that permit functions to be performed that are reserved for a system administrator;

b. entering supplemental data that are different from the input data, wherein said supplemental data comprises current mileage, selected customer services, additional contact instructions, additional contact number and promised date and time of completion;

c. transmitting the input data and the supplemental data to a data management system, the data management system configured to provide a customer incentive package with selectively offered incentives, wherein the incentives are at least in part associated with prior maintenance services performed on a vehicle by a vehicle service entity associated with the data management system and wherein the incentives are at least in part associated with recommended maintenance services to be performed on a the vehicle by a the vehicle service entity associated with the data management system, wherein the incentives are selectively offered based at least in part on a vehicle maintenance schedule for a customer, wherein the input data and the supplemental data are transmitted through a transmitting means that is selected from the group comprising;

radio transmission, cable transmission, the Internet, leased telephone lines, wire, optical fiber, and wireless communication;

d. generating with a programmable apparatus response data from the data management system, based in part on the input data and the supplemental data, wherein said response data comprises recommended services, a savings amount during a visit, and total savings amount to date based on the prior maintenance service, and further wherein the data management system comprises a vehicle dealership management system;

e. displaying data comprising the input data, the supplemental data, response data and pop up video clips, wherein the displayed data includes the selectively offered incentives;

f. updating the input data based in part on the supplemental data and the response data;

g. storing the updated input data, wherein the updated input data is stored using storing means that is selected from a group comprising a dealer database system and a portable data storage device, said portable data storage device further selected from a group comprising;

a smart card, a card with a magnetic memory strip, a bar-code card, a CD-rom card, and a hand-held device;

h. checking access authorization of the input data from the user;

i. selecting a language from a plurality of choices for use in any printed and displayed text; and

j. printing the input data, supplemental data and the response data.

2. A machine readable memory medium containing instructions which, when executed by a programmable apparatus, cause the apparatus to perform a system integration method, the method comprising:

a. receiving input data, through a reader, from a user, said reader being capable of processing input and output from a smart card, wherein said input data comprises customer information, vehicle information, maintenance schedule information, coupon information, a personal identification number (PIN), and administrator data that permit functions to be performed that are reserved for a system administrator;

b. entering supplemental data that are different from the input data, wherein said supplemental data comprises current mileage, selected customer services, additional contact instructions, additional contact number and promised date and time of completion;

c. transmitting the input data and the supplemental data to a data management system, the data management system configured to provide a customer incentive package with selectively offered incentives, wherein the incentives are at least in part associated with prior maintenance service performed on a vehicle by a vehicle service entity associated with the data management system and wherein the incentives are at least in part associated with recommended maintenance services to be performed on the vehicle by the vehicle service entity associated with the data management system, wherein the incentives are selectively offered based at least in part on a vehicle maintenance schedule for a customer, wherein the input data and the supplemental data are transmitted through a transmitting means that is selected from the group comprising;

radio transmission, cable transmission, the Internet, leased telephone lines, wire, optical fiber, and wireless communication;

d. generating response data from the data management system, based in part on the input data and the supplemental data, wherein said response data comprises recommended services, a savings amount during a visit, and total savings amount to date based on the prior maintenance service, and further wherein the data management system comprises a vehicle dealership management system;

e. displaying data comprising the input data, the supplemental data, response data and pop up video clips, wherein the displayed data includes the selectively offered incentives;

f. updating the input data based in part on the supplemental data and the response data;

g. storing the updated input data, wherein the updated input data is stored using storing means that is selected from a group comprising a dealer database system and a portable data storage device, said portable data storage device further selected from a group comprising;

a smart card, a card with a magnetic memory strip, a bar-code card, a CD-rom card, and a hand-held device;

h. checking access authorization of the input data from the user;

i. selecting a language from a plurality of choices for use in any printed and displayed text; and

j. printing the input data, supplemental data and the response data.

3. A system integration method executed by a smart card system (SCS) comprising:

a. receiving input data on a plurality of smart cards,

b. reading the smart cards with a smart card reader,

c. entering and displaying data on a data entry station, said data entry station communicating with the smart card reader,

d. printing data with a printer, said printer communicating with the data entry station,

e. checking an access authorization of the input data from the user,

f. displaying pop up video clips, and

g. selecting a language from a plurality of choices for use in any printed and displayed text;

wherein the data entry station comprises a keyboard, a mouse, and at least one of a kiosk including a computer touch screen with an electronic keyboard and a PC computer with a display screen, and further where the SCS receives;

a. inputted data comprising customer information, vehicle information, maintenance schedule information, coupon information, personal identification number (PIN), and administrator data that permit functions to be performed that are reserved for a system administrator;

b. supplemental data comprising current mileage, selected customer services, additional contact instructions, additional contact number and promised date and time of completion; and

c. response data comprising recommended services, a savings amount during a visit, and total savings amount to date based on prior maintenance service;

and further where the SCS is adapted

a. to store and access information regarding vehicle dealership activities;

b. to generate data in a user session and store the generated data in the SCS, and to print and to display the generated data; and

c. to receive input of supplemental data and store the inputted data in the SCS, and to print and display the inputted data; and

d. to communicate with a dealer management system (DMS), the DMS configured to provide a customer incentive package with selectively offered incentives, wherein the incentives are at least in part associated with prior maintenance services performed on a vehicle by a vehicle service entity associated with the DMS and wherein the incentives are at least in part associated with recommended maintenance services to be performed on the vehicle by the vehicle service entity associated with the DMS, wherein the incentives are selectively offered based at least in part on a vehicle maintenance schedule for a customer, wherein the displayed data on the data entry station includes the selectively offered incentives.

4. A machine readable memory medium containing instructions which, when executed by a programmable apparatus, cause the apparatus to perform a system integration method, the method comprising:

a. receiving input data from a user;

b. entering supplemental data that are different from the input data;

c. transmitting the input data and the supplemental data to a data management system, the data management system configured to provide a customer incentive package with selectively offered incentives, wherein the incentives are at least in part associated with prior maintenance service performed on a vehicle by a vehicle service entity associated with the data management system and wherein the incentives are at least in part associated with recommended maintenance services to be performed on the vehicle by the vehicle service entity associated with the data management system, wherein the incentives are selectively offered based at least in part on a vehicle maintenance schedule for a customer;

d. generating response data from the data management system, based in part on the input data and the supplemental data, the response data comprising recommended services, a savings amount during a visit, and total savings amount to date based on the prior maintenance service;

e. displaying data including the input data, the supplemental data and the response data, wherein the displayed data includes the selectively offered incentives;

f. updating the input data based in part on the supplemental data and the response data;

g. storing the updated input data; and

h. selecting a language from a plurality of choices for use in any printed and displayed text.

5. The medium of claim 4 where the customer incentive package is at least in part parameterized.

30. The medium of claim 4 where the receiving step comprises receiving input data with a reader capable of processing input and output from a portable information storage device.

31. The medium of claim 4 where the transmitting step transmits with a transmitting means that is selected from the group comprising radio transmission, cable transmission, the Internet, leased telephone lines, wire, optical fiber, and wireless communication.

32. The medium of claim 4 where the input data comprises customer information, vehicle information, maintenance schedule information, and coupon information.

33. The medium of claim 4 where the supplemental data comprises current mileage, selected customer services, additional contact instructions, additional contact number and promised date and time of completion.

34. The medium of claim 4 where the data management system comprises a vehicle dealership management system.

35. The medium of claim 4 where the input data comprises a personal identification number (PIN).

36. The medium of claim 4 where the input data comprises administrator data that permit functions to be performed that are reserved for a system administrator.

37. The medium of claim 4 where said method further comprises checking access authorization of the input data from the user.

38. The medium of claim 4 where the storing step stores the updated input data with a portable data storage device selected from the group comprising a smart card, a card with a magnetic memory strip, a bar-code card, a CD-rom card, and a hand-held device.

39. The medium of claim 4 where the storing step stores the updated input data with a dealer database system.

40. The medium of claim 4 where said method further comprises displaying pop up video clips.

41. The medium of claim 4 where said method further comprises printing the input data, supplemental data, and the response data.

6. A system integration method executed by a programmable apparatus comprising:

a. receiving input data from a user;

b. entering supplemental data that are different from the input data;

c. transmitting the input data and the supplemental data to a data management system, the data management system configured to provide a customer incentive package with selectively offered incentives, wherein the incentives are at least in part associated with prior maintenance service performed on a vehicle by a vehicle service entity associated with the data management system and wherein the incentives are at least in part associated with recommended maintenance services to be performed on the vehicle by the vehicle service entity associated with the data management system, wherein the incentives are selectively offered based at least in part on a vehicle maintenance schedule for a customer;

d. generating with a programmable apparatus response data from the data management system, based in part on the input data and the supplemental data;

e. displaying data including the input data, the supplemental data and the response data, wherein the displayed data includes the selectively offered incentives and the response data comprises recommended services, a savings amount during a visit, and total savings amount to date based on the prior maintenance service;

f. updating the input data based in part on the supplemental data and the response data;

g. storing the updated input data; and

h. selecting a language from a plurality of choices for use in any printed and displayed text.

7. The method of claim 6 where the receiving step comprises receiving input data with a reader capable of processing input and output from a portable information storage device.

8. The method of claim 6 where the transmitting step transmits with a transmitting means that is selected from the group comprising radio transmission, cable transmission, the Internet, leased telephone lines, wire, optical fiber, and wireless communication.

9. The method of claim 6 where the input data comprises customer information, vehicle information, maintenance schedule information, and coupon information.

10. The method of claim 6 where the supplemental data comprises current mileage, selected customer services, additional contact instructions, additional contact number and promised date and time of completion.

11. The method of claim 6 where the data management system comprises a vehicle dealership management system.

12. The method of claim 6 where the input data comprises a personal identification number (PIN).

13. The method of claim 6 where the input data comprises administrator data that permit functions to be performed that are reserved for a system administrator.

14. The method of claim 6 further comprising checking access authorization of the input data from the user.

15. The method of claim 6 where the storing step stores the updated input data with a portable data storage device selected from the group comprising a smart card, a card with a magnetic memory strip, a bar-code card, a CD-rom card, and a hand-held device.

16. The method of claim 6 where the storing step stores the updated input data with a dealer database system.

17. The method of claim 6 further comprising displaying pop up video clips.

18. The method of claim 6 further comprising printing the input data, supplemental data, and the response data.

19. The system integration method of claim 6 where the customer incentive package is at least in part parameterized.

20. A method for a programmable apparatus comprising:

a. storing and accessing information regarding vehicle dealership activities with a smart card system (SCS);

b. communicating between a vehicle dealership management system (DMS) and the smart card system using a communication link between the SCS and DMS, the DMS configured to provide a customer incentive package with selectively offered incentives, wherein the incentives are at least in part associated with prior maintenance service performed on a vehicle by a vehicle service entity associated with the DMS and wherein the incentives are at least in part associated with recommended maintenance services to be performed on the vehicle by the vehicle service entity associated with the DMS, wherein the incentives are selectively offered based at least in part on a vehicle maintenance schedule for a customer; and

c. selecting a language from a plurality of choices for use in any printed and displayed text, wherein displayed text includes the selectively offered incentives,

where the SCS receives response data comprising recommended services, a savings amount during a visit, and total savings amount to date based on the prior maintenance service and the SCS comprises;

1. a plurality of smart cards,

2. a smart card reader, adapted to read the smart cards,

3. a data entry station, communicating with the smart card reader, and

4. a printer, communicating with the data entry station, and wherein the communication link is selected from the groups comprising;

radio transmission, cable transmission, the Internet, leased telephone lines, wire, optical fiber, and wireless communication.

21. The method of claim 20 where:

a. the DMS and SCS are adapted to access data stored on a smart card and store the accessed data in the DMS, and print and display the accessed data,

b. the DMS and SCS are adapted to access data stored in the DMS and store the accessed data on the SCS, and to print and display the accessed data,

c. the DMS and SCS are adapted to generate data in a user session and store the generated data in the DMS, and in the SCS, and to print and to display the generated data, and

d. the SCS is adapted to receive input of supplemental data and store the inputted date in the DMS, and in the SCS, and to print and to display the inputted data.

22. The method of claim 20 where the data entry station comprises:

a. a kiosk including a computer touch screen with an electronic keyboard,

b. a keyboard, and

c. a mouse.

23. The method of claim 20 where

a. the data entry station is a PC computer with a display screen, a keyboard, and a mouse, and

b. the communication link is the Internet.

24. The method of claim 20 where the SCS receives inputted data comprising customer information, vehicle information, maintenance schedule information, and coupon information.

25. The method of claim 20 where the SCS receives supplemental data comprising current mileage, selected customer services, additional contact instructions, additional contact number and promised date and time of completion.

26. The method of claim 20 where the SCS receives input data comprising a personal identification number (PIN).

27. The method of claim 20 where the SCS receives input data comprising administrator data that permit functions to be performed that are reserved for a system administrator.

28. The method of claim 20 further comprising checking access authorization of the input data from the user.

29. The method of claim 20 where the SCS further comprises displaying means to display pop up video clips.

42. The method of claim 20 where the customer incentive package is at least in part parameterized.

43. A machine readable memory medium containing instructions which, when executed by a programmable apparatus, cause the apparatus to perform a system integration method, the method comprising:

a. storing and accessing information regarding vehicle dealership activities with a smart card system (SCS);

b. communicating between a vehicle dealership management system (DMS) and the smart card system using a communication link between the SCS and DMS, the DMS configured to provide a customer incentive package with selectively offered incentives, wherein the incentives are at least in part associated with prior maintenance service performed on a vehicle by a vehicle service entity associated with the DMS and wherein the incentives are at least in part associated with recommended maintenance services to be performed on the vehicle by the vehicle service entity associated with the DMS, wherein the incentives are selectively offered based at least in part on a vehicle maintenance schedule for a customer;

c. selecting a language from a plurality of choices for use in any printed and displayed text, wherein displayed text includes the selectively offered incentives,

where the SCS receives response data comprising recommended services, a savings amount during a visit, and total savings amount to date based on the prior maintenance service and the SCS comprises;

1. a plurality of smart cards,

2. a smart card reader, adapted to read the smart cards,

3. a data entry station, communicating with the smart card reader, and

4. a printer, communicating with the data entry station, and wherein the communication link is selected from the groups comprising;

radio transmission, cable transmission, the Internet, leased telephone lines, wire, optical fiber, and wireless communication.

44. The medium of claim 43 where:

a. the DMS and SCS are adapted to access data stored on a smart card and store the accessed data in the DMS, and print and display the accessed data,

b. the DMS and SCS are adapted to access data stored in the DMS and store the accessed data on the SCS, and to print and display the accessed data,

c. the DMS and SCS are adapted to generate data in a user session and store the generated data in the DMS, and in the SCS, and to print and to display the generated data, and

d. the SCS is adapted to receive input of supplemental data and store the inputted data in the DMS, and in the SCS, and to print and to display the inputted data.

45. The medium of claim 43 where the data entry station comprises:

a. a kiosk including a computer touch screen with an electronic keyboard,

b. a keyboard, and

c. a mouse.

46. The medium of claim 43 where:

a. the data entry station is a PC computer with a display screen, a keyboard, and a mouse, and

b. the communication link is the Internet.

47. The medium of claim 43 where the SCS receives inputted data comprising customer information, vehicle information, maintenance schedule information, and coupon information.

48. The medium of claim 43 where the SCS receives supplemental data comprising current mileage, selected customer services, additional contact instructions, additional contact number and promised date and time of completion.

49. The medium of claim 43 where the SCS receives input data comprising a personal identification number (PIN).

50. The medium of claim 43 where the SCS receives input data comprising administrator data that permit functions to be performed that are reserved for a system administrator.

51. The medium of claim 43 where said method further comprises checking access authorization of the input data from the user.

52. The medium of claim 43 where the SCS further comprises displaying means to display pop up video clips.

53. A system integration method executed by a smart card system (SCS) comprising:

a. receiving input data on a plurality of smart cards,

b. reading the smart cards with a smart card reader,

c. entering and displaying data on a data entry station, said data entry station communicating with the smart card reader,

d. communicating with a dealer management system (DMS), the DMS configured to provide a customer incentive package with selectively offered incentives, wherein the incentives are at least in part associated with prior maintenance service performed on a vehicle by a vehicle service entity associated with the DMS and wherein the incentives are at least in part associated with recommended maintenance services to be performed on the vehicle by the vehicle service entity associated with the DMS, wherein the incentives are selectively offered based at least in part on a vehicle maintenance schedule for a customer, where the SCS receives response data comprising recommended services, a savings amount during a visit, and total savings amount to date based on the prior maintenance service,

e. printing data with a printer, said printer communicating with the data entry station, and

f. selecting a language from a plurality of choices for use in any printed and displayed text, wherein displayed text includes the selectively offered incentives.

54. The method of claim 53 where the data entry station comprises:

a. a kiosk including a computer touch screen with an electronic keyboard,

b. a keyboard, and

c. a mouse.

55. The method of claim 53 where the data entry station is a PC computer with a display screen, a keyboard, and a mouse.

56. The method of claim 53 where the SCS receives inputted data comprising customer information, vehicle information, maintenance schedule information, and coupon information.

57. The method of claim 53 where the SCS receives supplemental data comprising current mileage, selected customer services, additional contact instructions, additional contact number and promised date and time of completion.

58. The method of claim 53 where the SCS receives input data comprising a personal identification number (PIN).

59. The method of claim 53 where the SCS receives input data comprising administrator data that permit functions to be performed that are reserved for a system administrator.

60. The method of claim 53 further comprising checking an access authorization of the input data from the user.

61. The method of claim 53 further comprising displaying pop up video clips.

62. The method of claim 53 where the SCS is adapted to store and access information regarding vehicle dealership activities.

63. The method of claim 53 where the SCS is adapted to generate data in a user session and store the generated data in the SCS, and to print and to display the generated data.

64. The method of claim 53 where the SCS is adapted to receive input of supplemental data and store the inputted data in the SCS, and to print and display the inputted data.

65. A machine readable memory medium containing instructions which, when executed by a smart card system (SCS), cause the SCS to perform a method comprising:

a. receiving input data on a plurality of smart cards,

b. reading the smart cards with a smart card reader,

c. entering and displaying data on a data entry station, said data entry station communicating with the smart card reader,

d. communicating with a dealer management system (DMS), the DMS configured to provide a customer incentive package with selectively offered incentives, wherein the incentives are at least in part associated with prior maintenance service performed on a vehicle by a vehicle service entity associated with the DMS and wherein the incentives are at least in part associated with recommended maintenance services to be performed on the vehicle by the vehicle service entity associated with the DMS, wherein the incentives are selectively offered based at least in part on a vehicle maintenance schedule for a customer, where the SCS receives response data comprising recommended services, a savings amount during a visit, and total savings amount to date based on the prior maintenance service,

e. printing data with a printer, said printer communicating with the data entry station, and

f. selecting a language from a plurality of choices for use in any printed and displayed text, wherein displayed text includes the selectively offered incentives.

66. The medium of claim 65 where the data entry station comprises:

a. a kiosk including a computer touch screen with an electronic keyboard,

b. a keyboard, and

c. a mouse.

67. The medium of claim 65 where the data entry station is a PC computer with a display screen, a keyboard, and a mouse.

68. The medium of claim 65 where the SCS receives inputted data comprising customer information, vehicle information, maintenance schedule information, and coupon information.

69. The medium of claim 65 where the SCS receives supplemental data comprising current mileage, selected customer services, additional contact instructions, additional contact number and promised date and time of completion.

70. The medium of claim 65 where the SCS receives response data comprising recommended services, a savings amount during a visit, and total savings amount to date.

71. The medium of claim 65 where the SCS receives input data comprising a personal identification number (PIN).

72. The medium of claim 65 where the SCS receives input data comprising administrator data that permit functions to be performed that are reserved for a system administrator.

73. The medium of claim 65 where said method further comprises checking an access authorization of the input data from the user.

74. The medium of claim 65 where said method further comprises displaying means to display pop up video clips.

75. The medium of claim 65 where the SCS is adapted to store and access information regarding vehicle dealership activities.

76. The medium of claim 65 where the SCS is adapted to generate data in a user session and store the generated data in the SCS, and to print and to display the generated data.

77. The medium of claim 65 where the SCS is adapted to receive input of supplemental data and store the inputted data in the SCS, and to print and display the inputted data.