US20100250451A1

US20100250451A1 - Customer Information System

Info

Publication number: US20100250451A1
Application number: US12/698,978
Authority: US
Inventors: William McCullough; Brian Maguire; Karen Maguire; Richard Goldberg; Marla Goldberg
Original assignee: Individual
Current assignee: Yardi Systems Inc
Priority date: 2003-05-20
Filing date: 2010-02-02
Publication date: 2010-09-30
Also published as: US20060029107A1; US7684550B2

Abstract

A system is provided for managing incoming communications placed in response to advertising, online content, and/or special service numbers. Information extracted from incoming communications can be received by a system server and cross-referenced with a database to obtain cross-referenced customer information pertaining to previous customer communications in the form of online communications, telephone calls, and/or in person customer meetings. The cross-referenced customer information can be passed to a client workstation and displayed to the user in the form of an industry-specific template formatted in accordance with the business needs of the user. The template can be automatically populated with the cross-referenced customer information. The user can view and update the customer information, thereby maintaining a retrievable record of the communication. With regard to the multi-housing industry in particular, customer information can be displayed in the form of a guest card template and/or a service card template.

Description

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation-in-part of U.S. application Ser. No. 10/847,537, filed May 17, 2004, which claims the benefit of U.S. Provisional Application No. 60/471,917, filed May 20, 2003, all of which are incorporated herein by reference.

STATEMENT RE: FEDERALLY SPONSORED RESEARCH/DEVELOPMENT

Not Applicable

BACKGROUND OF THE INVENTION

Many industries rely on advertising to attract a steady flow of qualified customers. Advertising campaigns may cost thousands of dollars and utilize various media, such as newspapers, magazines, yellow pages, television and direct mailings. In the multi-housing industry, for example, advertising expenses are second only to capital expenditures. Hence, both advertisers and marketing firms are highly motivated to verify the cost-effectiveness of advertising media and advertising campaigns.
Nevertheless, many conventional methods of advertising fail to successfully utilize technology to conduct a sufficiently cost-effective operation. For example, in the traditional model for renting apartment units in the multi-housing industry, a potential customer may provide preliminary information to a sales/office representative over the telephone, in person, and/or through electronic communications. The representative may be forced to manually write down the customer's information onto a “guest card” which is used to maintain a record of the communication. Given the nature of such a manual system, it can become difficult and/or nearly impossible for a sales/office representative to efficiently keep track of the potentially large number of communications received by the rental office. In the case of a repeat customer, it may be desirable for the representative to quickly retrieve information concerning one or more prior communications made by the customer. Unfortunately, manual-based systems have inherent limitations involved in physically locating and pulling relevant paper files, all of which costs valuable time.
Accordingly, there exists a need for a comprehensive customer information system which provides a streamlined approach to processing incoming communications that are placed in response to advertisements. It would be desirable for such a system to maintain records of past communications, and provide an efficient way to retrieve such records in realtime.

BRIEF SUMMARY OF THE INVENTION

The present invention, roughly described, is directed to a system for managing customer information. In various embodiments, the system can include a system server, one or more client workstations, and a database. In certain embodiments, the database is configured to store customer information pertaining to communications received by the system including electronic communications, interactions with “walk-in” customers, and/or telephone calls that are received by the system. Information extracted from the incoming communications can be received by the system server and cross-referenced with the database to obtain cross-referenced customer information pertaining to previous communications of the same customer. The cross-referenced information can be passed to a client workstation for review by a user of the system.
When the user selects an incoming communication, the cross-referenced information can be displayed to the user on the client workstation. The user can update the cross-referenced customer information and enter additional information pertaining to the communication, thereby maintaining a retrievable record of the incoming communication. The record can be subsequently recalled as cross-referenced customer information upon a subsequent communication by the customer.
In certain applications, the system can be used by advertisers to manage incoming communications made in response to special service numbers and/or online content. Customer information can be displayed to a representative of the advertiser (i.e. a user) in the form of an industry-specific template formatted in accordance with the business needs of the user. The template can be automatically populated with the cross-referenced customer information and displayed on the client workstation. With regard to the multi-housing industry in particular, customer information can be displayed in the form of a guest card template and/or a service card template.
The system can be configured for use with electronic communications made in response to online content such as advertising and/or other content. In various embodiments, such electronic communications can comprise email messages, responses to online forms, and/or other electronic communications made in response to such online content.
Additional functionality can be provided for integrating customer information received in person from “walk-in” customers by reading a magnetic card provided by such walk-in customers. Other functionality can be provided for managing authorized users, managing advertising sources/campaigns, generating reports/records, monitoring transactions performed by the system server, monitoring the client workstations, and other functionality described herein.
These and other embodiments of the present invention are discussed in further detail below.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram illustrating various components of a customer information system and related elements that interact with the system in accordance with an embodiment of the present invention.

FIGS. 2A-2E illustrate a plurality of database schema tables which can be used in accordance with an embodiment of the present invention.

FIG. 3A is a block diagram illustrating various components of a system server of a customer information system in accordance with an embodiment of the present invention.

FIG. 3B is a diagram of a multi-tier hierarchy of software running on a system server in accordance with an embodiment of the present invention.

FIG. 4 is a block diagram illustrating various components of a client workstation of a customer information system in accordance with an embodiment of the present invention.

FIG. 5 is a flowchart describing a process for caller customer interaction with a customer information system in accordance with an embodiment of the present invention.

FIG. 6 is a flowchart describing a process for user interaction with a customer information system in accordance with an embodiment of the present invention.

FIGS. 7A and 7B illustrate sample lists of incoming calls and electronic communications that can be displayed on a client workstation in accordance with an embodiment of the present invention.

FIGS. 8A-8I illustrate various guest card templates which can be used in accordance with an embodiment of the present invention.

FIGS. 8J-8K illustrate various service card templates which can be used in accordance with an embodiment of the present invention.

FIG. 9 is a flowchart describing a process performed by a telephony server in accordance with an embodiment of the present invention.

FIG. 10 is a flowchart describing a process performed by a system server in accordance with an embodiment of the present invention.

FIG. 11 is a flowchart describing a process performed by a client workstation in accordance with an embodiment of the present invention.

FIGS. 12A-E provide examples of screenshots that can be displayed in accordance with an embodiment of the present invention.

FIG. 13 is a flowchart describing a process for viewing and/or modifying advertising source information in accordance with an embodiment of the present invention.

FIG. 14 is a flowchart describing a process for viewing and/or modifying office representatives information in accordance with an embodiment of the present invention.

FIG. 15 is a flowchart describing a process for viewing records and reports in accordance with an embodiment of the present invention.

FIG. 16 is a flowchart describing a process for monitoring transactions performed by a system server in accordance with an embodiment of the present invention.

FIG. 17 is a flowchart describing a process for viewing client workstations online in accordance with an embodiment of the present invention.

FIG. 18 is a flowchart describing a process for online customer interaction with a customer information system in accordance with an embodiment of the present invention.

FIG. 19 is a flowchart describing a second process for user interaction with a customer information system in accordance with an embodiment of the present invention.

FIG. 20 is a flowchart describing a process performed by an electronic communication server and a system server in accordance with an embodiment of the present invention.

FIG. 21 is a flowchart describing a process for walk-in customer interaction with a customer information system in accordance with an embodiment of the present invention.

FIG. 22 is a flowchart describing a third process for user interaction with a customer information system in accordance with an embodiment of the present invention.

DETAILED DESCRIPTION OF THE INVENTION

FIG. 1 is a block diagram illustrating various components of a customer information system 100, and related elements that interact with the system 100, in accordance with an embodiment of the present invention. As further described herein, various embodiments of system 100 can advantageously extract, store, display, and/or update information (“customer information”) relating to communications such as telephone calls placed by one or more caller customers 110, meetings/discussions with one or more walk-in customers 111, and/or electronic communications with online customers 112.
Customer information of a caller customer 110, walk-in customer 111, and/or online customer 112 can include but need not be limited to: any information extracted from an incoming telephone call and/or electronic communication; any previously stored information relating to a customer, personal information of the customer, any information entered by a user 130 of system 100 relating to the customer during and/or after a telephone call, meeting, and/or electronic communication with the customer. For example, when system 100 is used in the context of the multi-housing industry, customer information can include personal information regarding the customer (i.e. name, address, telephone number, etc.), the substance of previous conversations/communications between the customer and a user 130 (i.e. a sales/office representative) of system 100, any previous preferences communicated from the customer to a user 130 (i.e. what type of apartment home is desired by the customer), and any other information which may be useful to conducting rental transactions. Similarly, calls, meetings, and/or electronic communications may be initiated by customers having service requests directed toward the managing entity of a rental property. In such applications, the customer information processed by system 100 can be directed toward information relevant to service transactions.
A user 130 of system 100 can conduct a telephone conversation with a caller customer 110, while simultaneously and/or subsequently interacting with a client workstation 180 to review, enter, recall, and/or update current and/or previously stored customer information associated with the caller customer 110 or the caller customer's 110 telephone number. As a result, the system 160 can provide users 130 with the functionality to create an electronic record of a telephone conversation placed by a caller customer 110, and include in that record any applicable customer information that may be desirable to review and/or cross-reference with future calls at a later date.
Although the present disclosure generally refers to one or more caller customers 110 interacting with user 130 by telephone, various embodiments of the present invention can also provide functionality for integrating information received from one or more “walk-in” customers 111 that physically appear in person to user 130 through walk-ins, scheduled appointments, or otherwise. For example, any information provided by a walk-in customer 111 to user 130 in person can be considered customer information. Such customer information received in person from walk-in customer 111 can be entered by user 130 into client workstation 180 and can therefore be handled by system 100 in the same manner as customer information received pursuant to a telephone call placed by a caller customer 110.
Various embodiments of the present invention can also provide functionality for integrating information received from one or more online customers 112 that submit customer information through a customer computer device 198 over network 190. Such customer information received from online customers 112 can be handled by system 100 in the same manner as customer information received pursuant to a telephone call placed by a caller customer 110.
As a result, system 100 can provide users 130 with the ability to cross-reference customer information received in relation to caller customers 110 with customer information received in relation to walk-in customers 111 and/or online customers 112, and vice versa. Therefore, if a caller customer 110 has previously appeared before user 130 as a walk-in customer 111 and/or online customer 112, or vice versa, the customer information associated with the customer or the customer's telephone number can be conveniently cross-referenced and displayed to user 130 in connection with the user's 130 further interactions with the customer.
As illustrated in FIG. 1, system 100 can include system server 160, telephony server 170, and client workstation 180. Telephony server 170 receives telephone calls placed by caller customer 110 from customer telephone 115 over voice network 195. It will be appreciated that voice network 195 can be any of the various networks known in the art to facilitate voice transmission, including but not limited to a conventional public switched telephone network (PSTN), a wireless telephone network, a network employing a voice over Internet protocol (VoIP), and/or others known in the art.
In various embodiments, telephony server 170 can extract Automatic Number Identification (ANI) information, Dialed Number Identification Service (DNIS) information, and/or other information from incoming telephone calls. As a result of this extraction, system 100 can be provided with the name and telephone number associated with customer telephone 115 (indicated by the ANI information) and/or a special service number 150 called by caller customer 110 (indicated by the DNIS information).
Telephony server 170 passes the extracted information to system server 160 through computer network 190, and forwards the telephone calls to the appropriate destination number at user telephone 185. Optionally, telephony server 170 can connect to system server 160 directly (not shown). Moreover, the functionality of the telephony server 170 can be optionally integrated into system server 160, as further described herein. If such an implementation is desired, the system server 160 can communicate directly with the voice network 195, rather than through telephony server 170.
System server 160 can use the extracted customer information to recall any previously stored customer information associated with the customer or the customer's telephone number, format all of the customer information, and send the formatted customer information to a corresponding client workstation 180 for display. In various embodiments, system server 160 can listen for any incoming requests from client workstations 180 or telephony servers 170 that have registered with system server 160.
As further illustrated in FIG. 1, one or more blackbox servers 175 (for example, two load balanced servers) can be provided in communication with system server 160 and network 190. Blackbox server 175 can provide a queuing system for customer information in the event that communication between voice network 195 and computer network 190 fails. In the event of such communication failure, customer information received by blackbox server 175 can remain in a queue maintained by the blackbox server 175 until communication is restored. Once communication is restored, incoming calls and electronic communications referenced by the queue of the blackbox server 175 can be immediately sent to system server 160 for processing.
Blackbox server 175 can be configured so it can be seen by telephony server 170, providing a gateway for telephony server 170 to communicate with system server 160. Blackbox server 175 can receive customer information through web services over http and send the customer information to system server 160 using private communications through communication path 177 and/or through network 190.
In various embodiments, communication with system server 160 can be facilitated by Microsoft Messaging Queue Services (MSMQ) where the web services inject extracted customer information to MSMQ. System server 160 can be configured to listen for incoming MSMQ messages and as they come in, and then be processed by server application 310 of system server 160.
FIG. 1 further illustrates a customer computing device 198 which can be any computing device known in the art for communicating with online content 199 (such as web pages associated with and/or providing advertising for an advertiser) over network 190. It will be appreciated that customer computing device 198 can be utilized by one or more online customers 112 for accessing content 199.
If an online customer 112 desires to receive additional information from the advertiser, the online customer 112 may choose to fill out an online form provided by the content 199 and/or send an email message to an email address provided by the content 199. For example, in the context of the multi-housing industry, the online customer 112 may choose to fill out a form with some customer information indicating various personal information of the online customer 112 and/or various preferences the online customer 112 may have in relation to rental properties.
The online form and/or email message submitted by the online customer 112 from customer computing device 198 can be received by an electronic communication server 192 which extracts customer information from the submission. In one embodiment, electronic communication server 192 can be implemented in accordance with Microsoft Exchange Server 2003 technology. Electronic communication server 192 can be configured to forward the extracted customer information to system server 160 through web services and MSMQ technology as previously discussed.
Client workstation 180 interacts with system server 160 over computer network 190 to permit a user 130 to view the customer information forwarded from system server 160 (including the extracted customer information and previously stored customer information), as well as to add and/or modify customer information as desired. It will be appreciated that computer network 190 can be any of the various networks known in the art to facilitate data transmission, including but not limited to a wide area network (WAN), the Internet, a virtual private network (VPN), and/or others known in the art.
In various embodiments, communication between system server 160 and client workstation 180 can be facilitated by .NET remoting technology, available from Microsoft Corporation, through TCP or HTTP. In one embodiment, the interaction is configured using a TCP port with a binary formatter. However, other embodiments employing custom communication methods are also contemplated. System server 160 can also interact with a public database 220, such as an online telephone white pages and/or other information repositories known in the art to obtain additional customer information, such as an address associated with the customer or the customer's telephone number.
FIG. 1 further illustrates optional user/developer computing device 197 which can be any computing device known in the art for communicating with system server 160 over computer network 190. In various embodiments, computing device 197 provides a way for developers to interact with system server 160 for performing various monitoring functions, as further described herein. Computing device 197 can also be used by users 130 for accessing system server 160 over the Internet through a browser-based interface while away from a client workstation 180.
In another aspect of the present invention, system 100 provides functionality for generating reports and implementing various administrative tools, as further described herein.
As is known in the art, advertisers often use special service numbers to determine the effectiveness of advertising. By placing different special service numbers in advertisements, advertisers can determine the effectiveness of a given advertisement by monitoring calls made to the particular special service number associated with the advertisement.
System 100 can be used by an advertiser in order to efficiently handle telephone calls initiated by caller customers 110 in response to advertisements. For example, a caller customer 110 (i.e. a potential customer) may review an advertisement 120 that is listed in a distributed media publication 140. It will be appreciated that media 140 may be any advertising medium known in the art, including but not limited to printed publications and/or electronic (i.e. online) publications. Advertisement 120 provides a special service number 150 for the caller customer 110 to use in contacting the advertiser.
If the caller customer 110 desires to contact the advertiser, the caller customer 110 can initiate a call by dialing the special service number 150 using the customer's telephone 115. After the special service number 150 is dialed, the call is routed through voice network 195 to telephony server 170 which is associated with the special service number 150. As previously described, telephony server 170 extracts customer information from the call and passes the extracted information to system server 160. Telephony server 170 also routes the call to user telephone 185. As also previously described, system server 160 can recall additional customer information and forward the extracted and recalled customer information to client workstation 180.
User 130 can receive the call when it is routed to user telephone 185. Typically, user 130 will be a person associated with the advertiser, such as a sales/office representative, who is responsible for responding to incoming customer telephone calls. User 130 has access to client workstation 180 which is in communication with system server 160 over computer network 190. Client workstation 180 provides a user interface (such as a graphical user interface) to user 130 which permits user 130 to interact with the client workstation 180 and view customer information forwarded by system server 160.
User 130, user telephone 185, and client workstation 180 can be situated at an office 187 of an advertiser. For convenience of illustration, only one client workstation 180, user 130, and user telephone 185 are shown in FIG. 1. However, it will be appreciated that a plurality of client workstations 180 and/or user telephones 185 can be employed in one or more offices 187, with various associated users 130. In order to facilitate communication between system server 160 and different offices 187, a unique “OfficeID” identifier can be associated with each office 187 and used in communications between client workstation 180 and system server 160.
FIGS. 2A-2E illustrate a plurality of database schema tables which can be used in accordance with an embodiment of the present invention. It will be appreciated that the data structures set forth in the tables of FIGS. 2A-2E can be used to facilitate the storage and processing of customer information by system 100 as well as communication between the various components of system 100 and related elements, as further described herein.
FIG. 3A is a block diagram illustrating various components of system server 160 of customer information system 100 in accordance with an embodiment of the present invention. In one embodiment, system server 160 is implemented as a generic personal computer having a Pentium 4 processor at 1.8 GHz, 1 GB of RAM, and 140 GB of disk storage. As illustrated in FIG. 3A, system server 160 provides a server application 310 for facilitating processing to be performed by system server 160. A database server 330 in communication with mass storage 390 is also provided. In one embodiment, database server 330 is a MS SQL Server 2000. It will be appreciated that database server 330 and mass storage 390 can collectively provide a system server database 370 for storing and recalling customer information. A web server 320 provides Internet communication to system server 160. In one embodiment, web server 320 is a MS Windows 2000 server. It will be appreciated that various technology known in the art can be used to facilitate communication between web server 320 and the computer network 190, including DSL, telephone line, cable, and others. For example, a modem can be provided which provides DSL communication between web server and a central office local switch which is in communication with the internet and PSTN.
As illustrated, server 160 can communicate with computer network 190 through web server 320. Optionally, the functionality of telephony server 170 can be incorporated into system server 160 through a telephony application programming interface (TAPI) engine 340. For example, TAPI engine 340 can respond to incoming calls and transfer such calls to a user telephone 185. As a result, server 160 can communicate with voice network 195 through TAPI engine 340. In one embodiment, TAPI engine 340 is an amTAPI Pro V1.12 available from Allen-Martin. It will be appreciated that various technology known in the art can be used to facilitate communication between TAPI engine 340 and voice network 195. For example, a telephony card can be employed which provides T1 communication between TAPI engine 340 and a central office local switch which is in communication with the Internet and PSTN. In one embodiment, a Vantage PCI/4L telephony card available from Brooktrout Technology can be employed, having a T1 voice line, and the modem 350 has a DSL data line. Thus, depending on the implementation employed in a given embodiment of system 100, incoming telephone calls can be routed through system server 160 (using TAPI engine 340) and/or routed through telephony server 170, thereby relieving system server 160 of the overhead of routing telephone calls. A client DLL application program interface (API) (not shown) can also run on system server 160 to facilitate communication between system server 160 and other components of system 100. In one embodiment, the client DLL application can be required to register with system server 160 by passing a ServerGuid data structure.
FIG. 3B is a diagram of a multi-tier hierarchy 800 of the server application 340 software running on system server 160 in accordance with an embodiment of the present invention. The bottom layer 850-880 of the hierarchy 800 is a user interface. The middle tier 820-840 is a data processing layer. Above the middle tier is a management layer 810. The user interface comprises WinUI 850, WebUI 860, WebService 870, and ServerWinUI 880. The WinUI 850 is an application which communicates to a user through Server Interface 890. The WebUI 860 is an interface for a user to access the web. The WebService 870 is a user interface created as a way for outside companies to get data. The ServerWinUI 880 is a user interface created for system server applications.
As also shown in FIG. 3B, the middle tier data processing layer comprises data 820, rules 830, and a facade 840. Data 820 is an engine configured to retrieve data for the database 370 and provide the data to different layers. Rules 830 incorporates logic, such as whether the password is correct or not. Facade 840 is an interface to bring data to the user interface. The user interface either goes through facade 840 to data 820 directly or goes through facade 840 to rules 830 to data 820 depending on whether there is logic involved or not. The top level is a framework 810 for all server applications.
FIG. 4 is a block diagram illustrating various components of a client workstation 180 of a customer information system 100 in accordance with an embodiment of the present invention. A client application 410 running on client workstation 180 facilitates processing to be performed by client workstation 180. In various embodiments, client application 410 provides users 130 of client workstation 180 with the ability to access customer information, access administration tools of system 100, access reports relevant to system 100, and/or other functionality, as further set forth herein.
A browser 420 also running on client workstation 180 can communicate with computer network 190, permitting client workstation 180 to exchange data with system server 160. It will be appreciated that various technology known in the art can be used to facilitate communication between browser 420 and computer network 190, including DSL, telephone line, cable, and others. For example, a modem can be provided which provides communication between browser and the computer network.
Data from client application 410 and browser 420 can be displayed to a user 130 on a monitor 440 in communication with client workstation 180. Such data can include, but need not be limited to: a list of incoming calls and/or electronic communications, a call/communication-specific card containing customer information that is displayed in response to an item in the list, and/or various reports requested by the user.
A magnetic card reader 430 can also be provided in communication with client application 410 of client workstation 180. In various embodiments, client application 410 and client workstation 180 can be configured to receive magnetically-encoded customer information read by card reader 430. For example, in the case of a walk-in customer 111, various customer information such as the customer's name, address, and/or date of birth can be obtained by swiping the customer's driver's license through the reader 430. It is also contemplated that card reader 430 can be used to facilitate credit card payments made by walk-in customers 111 while visiting office 187.
FIG. 5 is a flowchart describing a process for caller customer 110 interaction with a customer information system 100 in accordance with an embodiment of the present invention. It will be appreciated that FIG. 5 illustrates the perspective of caller customer 110 when interacting with system 100. At step 1110, a caller customer 110 identifies an advertisement 120 listed in a distributed media publication 140. Using telephone 115, the caller customer 110 then calls the special service number 150 listed in the advertisement 120 (step 1120). After the call is answered by user 130, the caller customer 110 conducts a conversation with the user 130 wherein the caller provides additional customer information to the user 130 (step 1130). For example, if the caller customer 110 is responding to an advertisement 120 for rental property, the caller customer 110 may provide details as to various features that the caller would desire in a rental property and other personal information which user 130 may ask for. As further described herein, user 130 can enter such information into client workstation 180 during and after the conversation. When the conversation between caller customer 110 and user 130 has finished, the call will terminate (step 1140).
FIG. 6 is a flowchart describing a process for user 130 interaction with a customer information system 100 in accordance with an embodiment of the present invention. It will be appreciated that FIG. 6 illustrates the perspective of user 130 when interacting with system 100 and handling a caller customer 110. After customer information for a given telephone call has been forwarded to client workstation 180 from system server 160, the call will appear in a list of incoming communications in the user interface of client workstation 180 that is displayed on monitor 440.
FIGS. 7A and 7B illustrate sample lists of incoming communications that can be displayed by client workstation 180. As set forth in FIGS. 7A and 7B, customer information can be displayed for each incoming telephone call from caller customers 110, including: phone number (i.e. telephone number of caller customer 110, special service number 150 dialed by the caller customer 110, destination telephone number referenced by the special service number 150, and/or other numbers as appropriate), the name of caller customer 110, the distributed media 140 containing advertisement 120 and special service number 150 dialed by the caller customer 110, and/or other information as appropriate. In various embodiments, the list of incoming calls can be color coded to indicate the call status of each call. In one example, the following color designations can be used: black indicates an incoming call that has not yet been answered; green indicates an answered call; orange indicates a call in which the caller customer 110 received a busy tone; and red indicates a call that was not answered.
As further illustrated in FIG. 7B, customer information can be displayed for each incoming electronic communication from online customers 112, including: email address (i.e. email address of online customer 112), online advertisement through which the online customer's 112 communication originated, any other information provided by the online customer 112 in the electronic communication, and/or other information as appropriate.
Referring again to FIG. 6, a user of client workstation 180 can select the incoming call (step 1210), causing the current customer information associated with the call to be displayed on monitor 440, as further described with respect to FIGS. 8A-8H below. In step 1220, the user 130 answers the incoming call through user telephone 185. During the ensuing telephone conversation with caller customer 110, the user 130 can review the customer information that was provided by system server 160 (step 1230). The user 130 can also input additional customer information and/or modify existing information during the telephone call, thereby creating an accurate record of the telephone call and relevant information concerning caller customer 110 (step 1240). When the conversation between caller customer 110 and user 130 has finished, the call will terminate (step 1250). At step 1260, the user 130 saves the customer information.
FIGS. 8A-K illustrate several examples of card templates that can be used to display customer information to user 130 on workstation 180. Such templates provide a convenient and familiar way for user 130 to interact with customer information in a format that is easy to read, modify, and update. In various embodiments, system 100 can provide user 130 with functionality for sending such templates and/or any desired customer information to other users 130, client workstations 180, offices 187, and/or other destinations by email and/or through other communication methods known in the art.
It will be appreciated that the templates of FIGS. 8A-K are provided for purposes of example, and that other templates, including user-configurable and industry-specific templates are further contemplated by the present invention. In various embodiments, the templates can provide fixed, variable, and manual input fields. The fixed fields can include customer information that is extracted and automatically calculated during a call from a caller customer 110, such as the special service number dialed, the date and the time of the call, and the duration of the call, or customer information that is extracted and automatically calculated from an electronic communication from an online customer 112. The variable fields can contain the customer's name, number, and, if available from a white pages search, the address, and the name of the person taking the call or electronic communication. The manual input fields can enable the user 130 to enter pertinent and personal information about the customer during and/or after the telephone call, or after receiving the electronic communication.
As shown in FIGS. 8A-B, a guest card template 500 has a front card 501 and a back card 502 that provide information in a format useful for recording customer information for the multi-housing industry, or other guest-related industries, such as the automotive, leasing, real estate, and property management industries. The back page 502 allows further documenting of the history of previous calls placed by the caller 130. The front 501 and back 502 cards have fixed 510, variable 520, and manual input 530 fields, as described above. The manual input fields 530 can include an e-mail address 531, a notes category 532, apartment requirements and home needs 533, marketing feedback 534, apartment shown information 535, and rental feedback 536. The e-mail address 531 is linked to the user's 130 computer e-mail service to conveniently allow the user 130 to send preset text as email to the caller customer 110 by clicking an email button 540, assuming a valid email address is entered. The preset text can use the first name and last name fields to make it more personalized and may automatically link to the back page rental feedback 536. The notes 532 provide an on-going log that helps the user 130 develop and maintain a relationship with the caller customer 110. The rental feedback 536 allows the user 130 to review the move-in date criteria or the reason why the caller customer 110 is not leasing by retrieving the guest card from the system 100.
An alternative guest card template is shown in FIGS. 8C-I, with a plurality of screen shots of a front side of the card illustrated in FIGS. 8C-H, and a screen shot of a back side of the card illustrated in FIG. 8I.
As set forth in FIGS. 8C-I, a plurality of fields can be provided for identifying various customer information associated with a given customer. Such information can include, but need not be limited to personal identification information (i.e. name, address, telephone numbers, email address, and/or other information) as well as additional customer information identifying various rental property criteria desired by the customer (i.e. date apartment needed, price range, number of occupants, pets, type of apartment home, and/or other information). The advertising campaign giving rise to the customer's inquiry can also be included, as well as other information as desired.
A plurality of user-selectable tabs can further be provided in the lower portion of the alternative guest card template. Through a comparison of FIGS. 8C-H, it will be appreciated that by selecting different tabs, different information can be displayed. For example, by selecting the “Notes” tab, a user 130 can enter notes concerning the user's 130 interaction with the customer, and also view previously-entered notes associated with the customer (FIG. 8C). Similarly, by selecting the “Field Changes” tab, the user 130 can view a list of changes made to the guest card that have been tracked by system server 160 (FIG. 8D).
By selecting the “Call Log” tab, the user 130 can view a list of recorded telephone calls received from a particular caller customer 110, as well as the ANI and source associated with the previous calls (FIG. 8E). As such, system 100 can be configured to provide appropriate communication with a voice response system and/or other technology to permit user 130 to listen to the recorded calls by selecting a recorded call listed under the “Call Log” tab.
FIG. 8F illustrates a sample display of the alternative guest card template when the “Check Availability” tab has been selected. Upon selecting the tab, the user 130 can view a list of properties available for rent. It will be appreciated that such information can be retrieved by system 100 from appropriate sources, such as third party source ValultWare and/or other sources.
FIG. 8G illustrates a sample display of the alternative guest card when the “Matching Clients” tab has been selected. Upon selecting the tab, the user 130 can view a list of other customers having customer information stored by system 100 that is similar to customer information of the current guest card. For example, other customers having similar names, phone numbers, email addresses, and/or other information can be listed. Upon selecting a particular customer listed under the “Matching Clients” tab, system 100 can fill the current guest card with the customer information associated with the customer selected from the list. As a result, information for repeat customers can be quickly and easily entered into the current guest card.
FIG. 8H illustrates a sample display of the alternative guest card template when a “Emails” tab has been selected. Upon selecting the tab, the user 130 can view previous email communications sent and/or received to and/or from a customer. The window displayed below the “Emails” tab can also allow the user 130 to compose a new email message to the customer and/or to reply to an email message received from the customer.
As set forth in FIGS. 8G-H, a “Send To Community” button can also be provided for sending the guest card to another office. For example, if a particular rental property community associated with a given office 187 does not have any available rental units that meet the customer's desired criteria, the user 130 can send the customer's information in the guest card to an office associated with another rental property community. As a result, a user of a client workstation in the office of the other community can receive a new entry in the list of incoming communications to that office. The new entry can correspond to the customer information sent by the first office 187. The new entry can further be tagged as a transfer communication, indicating that the user of the office should contact the customer referenced by the entry.
A user 130 accessing a guest card in any of the sample forms of FIGS. 8C-H can further access a back side of the card. As illustrated in FIG. 8I, additional customer information can be identified on the back side of the card, including but not limited to various comments entered by the user 130 regarding the user's interaction with the customer, as well as various reminders for following up with the customer at another time.
As shown in FIG. 8J, a service request template 600 provides information in a format useful for organizations with extensive maintenance, repair, and installation functions. The manual input fields may, for example, identify the location of a repair, a repair type (e.g. bathroom plumbing), a priority class (e.g. emergency), history of the apartment and/or tenant, the service request needed, and maintenance appointments dates and time. The e-mail field notifies tenants when work begins and is completed and provides a satisfaction survey after completion of the work. Other fields include special tenant instructions and access permissions for service and management personnel, and an optional staff paging selection which notifies personnel of emergencies and/or new work orders.
FIG. 8K illustrates an alternative service request template. As set forth in FIG. 8K, a plurality of fields can be provided for identifying various customer information associated with a given customer. Such information can include, but need not be limited to personal identification information (i.e. name, address, telephone numbers, email address, and/or other information) as well as additional customer information identifying a maintenance/service request submitted by the customer (i.e. problem, permission to enter, completion of request, and/or other information).
A plurality of user-selectable tabs can further be provided in the lower portion of the alternative service request template. Similar to the tabs illustrated in FIGS. 8C-H, it will be appreciated that by selecting different tabs, different information can be displayed. For example, by selecting the “Notes,” “Field Changes,” or “Matching Clients” tabs, various information pertaining to the service request can be displayed in the manner previously discussed herein with respect to the alternative guest card template. In addition, a “Matching Cards” tab can be provided. Upon selecting such tab, the user 130 can view a list of other service cards having similar information stored by system 100. Upon selecting a particular card listed under the “Matching Clients” tab, system 100 can fill the current service card with the customer information associated with the card selected from the list. As a result, information for repeat service requests can be quickly and easily entered into the current service card.
FIG. 9 is a flowchart describing a process performed by a telephony server in accordance with an embodiment of the present invention. When telephony server 170 is launched, it registers itself with system server 160 (step 1310). Such registration can be achieved by passing a ServerID to system server 160. System server 160 then validates the ServerID received from telephony server 170 by comparing the ServerID with data stored on database 370. If the ServerID is found to be valid, then system server 160 informs the telephony server 170 that a successful registration has been performed.
At step 1320, telephony server 170 receives an incoming telephone call from caller customer 110 directed toward a special service number 150. It will be appreciated that step 1320 can occur in response to step 1120 of FIG. 5. Telephony server 170 then extracts certain customer information from the incoming telephone call, including ANI information and DNIS information (step 1330). In step 1340, telephony server 170 uses the DNIS information to get a destination number to which the call should be transferred. Telephony server 170 then attempts to transfer the call to the destination number (step 1350).
In step 1360, telephony server 170 forwards the extracted customer information to system server 160 and the call status. The call status identifies the present disposition of the telephone call, and may be configured to indicate: new incoming call, call answered, call busy, call not answered, call terminated because busy, and premature call termination. The customer information can be forwarded to system server 160 in any suitable manner, such as through a COM interop to a .NET DLL, a standalone .NET DLL, or a WebService. The data can be passed in the form of a TelephonyCaller object and received by the client DLL of system server 160. Additional information may also be passed, including the destination number associated with the special service number 150 and/or a SessionID associated with the particular telephone call.
If the call is answered by user 130 at user telephone 185 (step 1370), then telephony server 170 connects customer telephone 115 to user telephone 185 (step 1380). Otherwise, telephony server 170 terminates the call (step 1390).
FIG. 10 is a flowchart describing a process performed by system server 160 in accordance with an embodiment of the present invention. At step 1410, system server 160 receives customer information and the call status from telephony server 170. It will be appreciated that step 1410 can occur in response to step 1360 of FIG. 9. In various embodiments, a TelephonyCaller object can be received in step 1410. Upon receipt of such a TelephonyCaller object, system server 160 can create a Caller object which inherits the TelephonyCaller object.
At step 1420, system server 160 then cross-references the DNIS received as part of the customer information with the system server database 370 to obtain: an OfficeID associated with the destination number, a CallerID reference associated with the particular caller 130, a CardType, and an IconName. System server 160 also cross-references the ANI received as part of the customer information with the system server database 370 to retrieve previous customer information associated with the caller customer 110/walk-in customer 111 or the caller's 110/walk-in customer's 111 telephone number (step 1430). In various embodiments, such information can include: the caller's 110 personal information (i.e. first name, last name, etc.) and/or any previously stored customer information. In various embodiments, as a result of cross-referencing steps 1420 and 1430, the following information can be incorporated into the Caller object: CallerID, CardType, IconName, FirstName, and LastName.
At step 1440, system server 160 logs appropriate customer information and/or other data into system server database 370. In certain embodiments, the following can be logged: OfficeID, SessionID, ANI, DNIS, destination number, and call status.
At step 1450, system server 160 broadcasts the customer information and SessionID to all client workstations 180 associated with the OfficeID retrieved by system server 160. In various embodiments, this can be achieved by system server 160 passing an EventMessage object which includes a MessageObject (which includes a Caller object) and a MessageType (which includes a CallerMessage). It is contemplated that various MessageTypes can be employed to provide flexibility in the information passed from the system server 160 to the client workstation 180. For example, in addition to the CallerMessage, the MessageType may also provide for a News object, thereby permitting the system server 160 to pass news items to client workstation 180.
In various embodiments, the EventMessage can be sent using .NET remoting technology. When .NET remoting is used, the system server 160 looks up all client workstations 180 that are logged in and finds the .NET remoting references to those client workstations 180. The system server 160 then invokes a method on each client workstation 180 (using the .NET remoting reference for each client workstation 180) and passes a message as a parameter to the invoked method.
At step 1460, system server 160 receives updated and/or additional customer information from client workstation 180. It will be appreciated that step 1460 can occur in response to step 1240 of FIG. 6. In step 1470, the system server 160 stores the updated and/or additional customer information in system server database 370.
FIG. 11 is a flowchart describing a process performed by a client workstation 180 in accordance with an embodiment of the present invention. As an initial step, client workstation 180 registers with system server 160 (step 1505). If this is the first time that client application 410 of client workstation 180 has been launched, then client workstation 180 connects to system server 160 using .NET remoting and passes a username and password associated with office 187 to a workstation registration method to be performed by system server 160. Upon a successful validation of the username and password, system server 160 passes back an OfficeID to be stored in the registry of client workstation 180, thereby stamping client workstation 180 as a licensed client of system 100.
Upon subsequent launches of client application 410, registration can be achieved by passing to system server 160 the OfficeID assigned to the office 187 in which client workstation 180 is situated. The system server 160 checks database 370 to determine the number of licenses associated with the OfficeID. If no licenses are available, then system server 160 prompts the client workstation 180 that all available licenses have been used and/or that additional licenses must be purchased. However, if a license is available, then system server 160 registers the client workstation 180 and passes back a unique ClientID to client workstation 180. Once a successful registration is established between client workstation 180 and system server 160, the client workstation 180 can remotely instantiate any publicly available object on the system server 160 and use its methods.
At step 1510, client workstation 180 receives data from system server 160. It will be appreciated that step 1510 can occur in response to step 1450 of FIG. 10. In various embodiments, step 1510 can cause a method to be invoked on client workstation 180, with the data passed as a parameter of the invoked method.
In response to the data received in step 1510, client workstation 180 displays an appropriate user interface on monitor 440 to properly display the data. It will be appreciated that the data received in step 1510 can correspond to various types of messages, with each message corresponding to a different action (or no action) to be taken by client workstation 180. In response to the data received in step 1510, client workstation 180 can determine the type of message received (step 1520) and take an appropriate action, or no action, corresponding to the message type (steps 1530 and 1540).
For example, if a “News” message is identified in step 1520, then the client workstation 180 can display the news information included in the News message (step 1530). As another example, if a “Check For Updated Office Info” message is identified in step 1520, then client application 410 can be configured to respond to such message by checking for updated office information on a relevant server of system 100 and make appropriate updates to the client application 410. It will be appreciated that such actions could be performed in the background without user 130 perceiving the actions.
If a Caller message (including customer information) is identified in step 1520, then client application 410 of client workstation 180 raises an event to the user interface layer which in turn populates an entry in a call list with customer information included in the Caller message (step 1540).
As explained above, a user 130 can select a call appearing in the call list (step 1210 of FIG. 6; see also the screen shot of FIG. 8). In response to such a step, the client workstation 180 requests any additional customer information associated with caller 130 from system server 160 (step 1550). In various embodiments, step 1550 can be achieved by client application 410 calling a method using .NET remoting. Client workstation 180 receives the requested customer information from system server 160 and automatically populates an appropriate template (for example, a guest card or a service card as illustrated in FIGS. 8A-C) with the customer information (step 1560). It will be appreciated that the populated template provides a convenient way for user 130 to view relevant customer information during a telephone call (see step 1230 of FIG. 6). The entry for the selected call can be removed from all call lists of all client workstations 180 having the OfficeID corresponding to the call (step 1570). From the discussion above with respect to FIG. 7, it will be appreciated that, in various embodiments, the entry for the selected call can remain in the call list with its call status indicated by the list.
At step 1580, client workstation 180 receives customer information input to the template by the user 130 operating the client workstation 180. It will be appreciated that step 1580 can occur in response to step 1240 of FIG. 6. Client workstation 180 then requests system server 160 to save the customer information in database 370 (step 1590). This can be achieved by the client application 410 calling a method on system server 160 using remoting technology, and passing the template containing the customer information to system server 160. It will be appreciated that step 1590 can occur in response to step 1260 of FIG. 6. In various embodiments, an EmployeeID associated with user 130 can be saved with the customer information.
It will be understood that the functionality (including but not limited to the performance of the various steps described herein) provided by system 100 and user 130 in relation to caller customer 110 can also be provided in relation to walk-in customer 111, where relevant. For example, upon meeting with a walk-in customer 111, a user 130 may enter certain customer information pertaining to the walk-in customer 111 (i.e. the customer's name) into client workstation 180 through an appropriate template (i.e. a blank guest card, blank service card, or other template). The customer information can be forwarded by client workstation 180 to system server 160 which cross-references the customer information with database 370 to obtain previously entered customer information pertaining to the walk-in customer 111. The system server 160 can forward such cross-referenced information back to client workstation 180. Client workstation can automatically populate the template with the cross-referenced customer information for display to the user 130. As a result, the user 130 can be provided with any customer information previously stored by system 100 pertaining to walk-in customer 111, regardless of whether such customer information was obtained from the walk-in customer 111 in person, or from a call placed by a caller customer 110.
FIG. 12A provides a screenshot of a menu that can be displayed to user 130 of client workstation 180, in accordance with an embodiment of the present invention. It will be appreciated that such a menu can be configured to appear in response to user 130 performing a right mouse click on an icon associated with client application 410 in the “system tray” of an applicable Windows-based operating system. The particular menu items displayed to user 130 can be obtained by client workstation 180 requesting the menu items from system server 160, system server 160 retrieving the items from database 370, and system server 160 returning the retrieved items to client workstation 180.
As illustrated in the example of FIG. 12A, the menu can provide a plurality of selectable menu items for accessing various information and/or functionality provided by system 100, such as customer records, reports, opening of cards, printing of cards, administrative tools, preferences, and/or exiting the menu.
In particular, if user 130 selects “Admin Tools” or “Reports,” and the user 130 is an administrator, then the user 130 can access functionality for generating reports and implementing administrative tools. In various embodiments, such functionality can be provided through a browser-based interface displayed by client workstation 180 and/or a browser-based interface displayed on any other appropriate computing device 197 in communication with system server 160 over computer network 190.
If user 130 selects “Exit,” then the client workstation 180 prompts the user 130 as to whether the user 130 wants to close the client application 410 and takes appropriate action to either close client application 410 or allow it to continue to run on client workstation 180 depending on the user's 130 response.
Additional user-selectable menu items (not shown) can also be provided, such as a “Hide” item (when selected, the menu can disappear and the client application 410 will continue to run on client workstation 180, indicated by an icon remaining in the system tray) and/or “Blank Guest Card” or “Blank Service Card” items (when selected the client workstation 180 will display an appropriate blank guest card or blank service card to user 130; the user 130 can enter customer information into the blank card and then save the customer information to system server 160 in accordance with steps 1580 and 1590 of FIG. 11 previously described herein).
FIG. 12B provides a screenshot of a browser-based menu screen displaying a webpage with options for generating reports and accessing administrative tools, in accordance with an embodiment of the present invention. In various embodiments, the webpage of FIG. 12B can be accessed by logging in to a website using a browser-based interface of any appropriate computing device 197 that is communication with system server 160 over computer network 190. FIG. 12C provides a screenshot of a browser-based login screen that can be used in such embodiments.
FIG. 12D provides a screenshot of a webpage with various administration tools that can be accessed by an administrator, in accordance with an embodiment of the present invention. It will be appreciated that the webpage of FIG. 12D can be accessed by an administrator clicking on the “Administrative Tools” link displayed in FIG. 12B. Alternatively, the screen of FIG. 12D can be accessed by selecting “Admin Tools” in the menu of FIG. 12A.
As illustrated in FIG. 12D, the webpage provides an interface for viewing advertising source information (for use, for example, in advertising campaigns) which includes the associations between special service numbers 150 (i.e. phone numbers) and distributed media 140 (i.e. sources) used by an advertiser, as well as the type of card template to be used by client workstation 180 for displaying customer information when responding to the various phone numbers. The webpage further provides an interface for viewing, adding, and removing different users 130 (i.e. office representatives) associated with a given office 187. In other embodiments, an appropriate interface can be provided for accessing various questions and answers (not shown) to provide user 130 with information helpful to the user's 130 interaction with system 100. For example, such questions and answers could be provided to aid the user 130 in filling out a guest card template, or other template used by system 100.
FIG. 13 describes the interaction between user 130, client workstation 180, and system server 160 for viewing and/or modifying advertising source information in accordance with an embodiment of the present invention. At step 1610, a user 130 having administrative privileges (i.e. a user who is also an administrator) attempts to view the advertising sources that are used by an advertiser's office 187. Step 1610 can be performed, for example, by user 130 attempting to access the web page illustrated in FIG. 12D through client workstation 180. In response, client workstation 180 requests the advertising source information from system server 160 (step 1620). To identify the appropriate office 187, the client workstation 180 can also pass the OfficeID associated with office 187 during step 1620.
At step 1630, the system server 160 retrieves the source information associated with the office 187 from database 370. The source information is returned to client workstation 180 (step 1640) where it is displayed to user 130 (step 1650). In various embodiments, the source information can be displayed in HTML format (as illustrated in FIG. 12D), pdf format, or any appropriate format known in the art.
The user 130 can optionally add, delete, and/or modify the source information if provided for in the user interface displayed by client workstation 180 (step 1660). If the source information is changed, then client workstation 180 sends the updated source information to system server 160 (step 1670), and system server 160 stores the updated source information in database 370 (step 1680).
Although the steps of FIG. 13 have been described in relation to a user 130 interacting with client workstation 180, it will be appreciated that computing device 197 can also be used in place of client workstation 180 for performing the appropriate steps.
FIG. 14 describes the interaction between user 130, client workstation 180, and system server 160 for viewing and/or modifying office representatives information in accordance with an embodiment of the present invention. At step 1710, a user 130 having administrative privileges attempts to view the office representatives (i.e. users 130) that are associated with an advertiser's office 187. For example, the user 130 may attempt to access the web page illustrated in FIG. 12D through client workstation 180. In response, client workstation 180 requests the office representatives information from system server 160 (step 1720). To identify the appropriate office 187, the client workstation 180 can also pass the OfficeID associated with office 187 during step 1720.
At step 1730, the system server 160 retrieves the office representatives information associated with the office 187 from database 370. The office representatives information is returned to client workstation 180 (step 1740) where it is displayed to user 130 (step 1750). In various embodiments, the office representatives information can be displayed in HTML format (as illustrated in FIG. 12D), pdf format, or any appropriate format known in the art.
The user 130 can optionally add, delete, and/or modify the office representatives information if provided for in the user interface displayed by client workstation 180 (step 1760). It will be appreciated that such functionality is provided in the interface illustrated in FIG. 12D. If the office representatives information is changed, then client workstation 180 sends the updated office representatives information to system server 160 (step 1770), and system server 160 stores the updated office representatives information in database 370 (step 1780).
Although the steps of FIG. 14 have been described in relation to a user 130 interacting with client workstation 180, it will be appreciated that computing device 197 can also be used in place of client workstation 180 for performing the appropriate steps.
FIG. 12E provides a screenshot of a browser-based menu screen that can be displayed to user 130 on client workstation 180 for selecting records and reports, in accordance with an embodiment of the present invention. It will be appreciated that the webpage of FIG. 12E can be accessed by an administrator clicking on the “Reports” link displayed in FIG. 12B. Alternatively, the screen of FIG. 12E can be accessed by selecting “Reports” in the menu of FIG. 12A. As illustrated by the examples for an apartment leasing office set forth in FIG. 12E, a wide variety of records and reports can be made available for viewing. It will be appreciated that the various available records and reports provide convenient ways to view the customer information stored in database 370.
FIG. 15 describes the interaction between user 130, client workstation 180, and system server 160 for viewing records and reports in accordance with an embodiment of the present invention. At step 1810, a user 130 having administrative privileges attempts to view records or reports concerning data that has been stored by system 100. For example, the user 130 may attempt to access the web page illustrated in FIG. 12E through client workstation 180. As a result, client workstation 180 displays a list of records/reports that are available for viewing (step 1820). The user 130 can then select one of the records/reports in the list (step 1830). In response, client workstation 180 requests the selected record/report from system server 160 (step 1840). To identify the appropriate office 187, the client workstation 180 can also pass the OfficeID associated with office 187 during step 1840.
At step 1850, the system server 160 retrieves the appropriate record/report information associated with the office 187 from database 370, generating the appropriate record/report from information in database 370 as necessary. The source information is returned to client workstation 180 (step 1860) where it is displayed to user 130 (step 1870). In various embodiments, the source information can be displayed in HTML format, pdf format, or any appropriate format known in the art.
Although the steps of FIG. 15 have been described in relation to a user 130 interacting with client workstation 180, it will be appreciated that computing device 197 can also be used in place of client workstation 180 for performing the appropriate steps.
In another aspect of the present invention, monitoring functionality can be provided by system 100 to permit a developer to monitor the performance and operation of system 100. For example, functionality can be provided for: viewing data pertaining to all client workstations 180 currently online, creating reports on activities and connections to system server 160, and/or viewing a live transaction feed from system server 160 for all activities between client workstation 180 and system server 160, and between telephony server 170 and system server 160. Such functions can be accessed by a developer through computing device 197.
FIG. 16 describes the interaction between computing device 197 and system server 160 for monitoring transactions performed by system server 160 in accordance with an embodiment of the present invention. At step 1910, a developer attempts to monitor the transactions performed by system server 160. As a result, computing device 197 requests transaction information from system server 160 (step 1920). System server 160 listens for transactions (step 1930), and returns the transaction information to computing device 197 (step 1940). Computing device 197 then displays the transaction information to the developer through an appropriate user interface (step 1950).
FIG. 17 describes the interaction between computing device 197 and system server 160 for viewing client workstations 180 online in accordance with an embodiment of the present invention. At step 2010, a developer attempts to monitor which client workstations 180 are currently online. As a result, computing device 197 requests client workstation information from system server 160 (step 2020). System server 160 retrieves the client workstation information from the system server's 160 memory and/or database 370 (step 2030), and returns the client workstation information to computing device 197 (step 2040). Computing device 197 then displays the client workstation information to the developer through an appropriate user interface (step 2050).
FIG. 18 is a flowchart describing a process for online customer 112 interaction with a customer information system 100 in accordance with an embodiment of the present invention. It will be appreciated that FIG. 18 illustrates the perspective of online customer 112 when interacting with system 100. At step 2110, a online customer 112 accesses online content 199 through customer computing device 198. As discussed, online content 199 can be associated with and/or provide advertising for an advertiser.
The online customer 112 can then enter customer information through customer computing device 198 in response to the online content 199 (step 2120). For example, the online customer 112 may choose to fill out an online form provided by the content 199 and/or send an email message to an email address provided by the content 199. At step 2130, the online customer 112 initiates the sending of the customer information as an electronic communication such as an email message, online form associated with online content 199, and/or other communications. The online customer 112 can later receive a response from a user 130 of the system 110 (step 2140) such as by receiving an email message, telephone call, and/or other communication.
FIG. 19 is a flowchart describing a second process for user 130 interaction with a customer information system 100 in accordance with an embodiment of the present invention. It will be appreciated that FIG. 19 illustrates the perspective of user 130 when interacting with system 100 and handling an online customer 112. As further discussed herein, after an online customer 112 initiates the sending of customer information to system 100 (for example, in step 2130 of FIG. 18), the customer information can be extracted by communication server 192, forwarded to system server 170, and broadcasted to a client workstation 180 (see FIG. 20). The incoming electronic communication can then be displayed to the user 130 as an entry in a list of incoming communications in the user interface of client workstation 180 that is displayed on monitor 440.
In response, the user 130 can select the electronic communication from the list (step 2210) and access the electronic communication (step 2220). The user 130 can then review the customer information provided by system server 160 pertaining to the electronic communication (step 2230), conduct communications with the online customer 112 (step 2240), and input additional customer information and/or modify existing information, thereby creating an accurate record of the communications and relevant information concerning online customer 112 (step 2250). The user 130 can then save the customer information in step 2260.
FIG. 20 is a flowchart describing a process performed by an electronic communication server 192 and a system server 160 in accordance with an embodiment of the present invention. It will be appreciated that the process of FIG. 20 can be performed for handling incoming electronic communications initiated by online customers 112.
At step 2310, electronic communication server 192 receives an electronic communication initiated by customer computing device 198 through network 190. It will be appreciated that step 2310 can occur in response to step 2130 of FIG. 18. Electronic communication server 192 then extracts customer information from the electronic communication (step 2320) and sends the extracted information to system server 160 through network 190 and/or through communication path 177 (step 2330).
At step 2340, system server 160 cross-references the extracted customer information with the system server database 370 to obtain: an OfficeID associated with an email address to which the electronic communication was referenced, a CallerID reference associated with the particular customer, a CardType, an IconName, and previous customer information associated with the online customer 112. In various embodiments, such information can include: the online customer's 112 personal information (i.e. first name, last name, etc.) and/or any previously stored customer information.
At step 2350, system server 160 logs appropriate customer information and/or other data into system server database 370. At step 2360, system server 160 broadcasts the customer information and an associated SessionID to all client workstations 180 associated with the OfficeID retrieved by system server 160.
At step 2370, system server 160 receives updated and/or additional customer information from client workstation 180. It will be appreciated that step 2370 can occur in response to step 2250 of FIG. 19. In step 2380, the system server 160 stores the updated and/or additional customer information in system server database 370.
FIG. 21 is a flowchart describing a process for walk-in customer 111 interaction with a customer information system 100 in accordance with an embodiment of the present invention. At step 2410, the walk-in customer 111 visits the office 187 associated with an advertiser. The walk-in customer 111 can then provide customer information to the user 130 situated in the office 187 (step 2420). For example, the walk-in customer 111 may provide customer information by responding to written and/or verbal questions of the user 130, and/or by providing a drivers license and/or other identification that may be read by magnetic card reader 430 of the client workstation 180 utilized by the user 130. At step 2430, the walk-in customer 111 can discuss further information with the user 130 concerning a potential transaction, such as a possible lease concerning rental property available through office 187.
FIG. 22 is a flowchart describing a third process for user 130 interaction with a customer information system 100 in accordance with an embodiment of the present invention. It will be appreciated that FIG. 22 illustrates the perspective of user 130 when interacting with system 100 and handling a walk-in customer 111.
At step 2510, user 130 receives customer information from a walk-in customer 111 visiting the office 187 in which the user 130 is situated. The user 130 then enters the customer information into client workstation 180 (step 2520) which then sends the entered information to system server 160 where it is compared to other customer information maintained by the system 100. If similar and/or matching customer information is found by the system server 160, such information can be provided to client workstation 180 where it can be reviewed by the user 130 (step 2530). Accordingly, it will be appreciated that by reviewing such information received from system server 160, the user 130 can identify customer records corresponding to previous communication/interactions that the walk-in customer 111 has had with users 130 of the system 100 as a caller customer 110, walk-in customer 111, and/or online customer 112.
The user 130 can then conduct further communications with the walk-in customer 111 (step 2540) and input additional customer information and/or modify existing information, thereby creating an accurate record of the communications and relevant information concerning walk-in customer 111 (step 2550). The user 130 can then save the customer information in step 2560.
It will be appreciated that the scope of the present invention is not limited by the particular embodiments set forth herein. Other appropriate variations, whether explicitly provided for or implied, are contemplated by the present disclosure. For example, the system 100 can be used in conjunction with various additional components, including an interactive voice response system (“IVR”), SQL database, voice recorder, and web server to provide functionality for recording and tracking incoming telephone calls to special service numbers 150. When an incoming call is picked up by a user 130, the user 130 can be informed of the advertising source/distributed media 140 associated with the special service number 150 by way of a telephone message played to the user immediately before the call is handed over to the user 130. It is also contemplated that system 100 can be implemented to rely on such additional components for obtaining customer information.
It is also contemplated that instant messaging technology can be employed for routing customer information between the various applicable components of system 100.
It is also contemplated that system 100 can provide functionality for automatically updating one or more of the various software components employed by system 100.
It is also contemplated that customer information stored, processed, and/or otherwise used by system 100 can be made available to be accessed by, and/or linked from, other software within and/or outside of system 100. For example, it is contemplated that certain embodiments of the present invention can permit software applications of third party vendors to access customer information of system 100.
It is also contemplated that system 100 can provide for and/or support the encryption of communications between various components of the system 100 and/or other systems.
In addition, it is contemplated that system 100 can be used in a wide variety of industries, including but not limited to real property management, the automotive industry, real estate, hotel management, mass merchandising, vendor management, and any other industry where the functionality described herein may be desirable.
It is further contemplated that system 100 can be used in connection with broker-based sales environments and related transactions.

Claims

1-16. (canceled)

17. A method for managing customer information, comprising:

viewing a list of a plurality of incoming communications from customers;

selecting one of said communications from said list of the plurality of incoming communications from customers;

viewing previously stored customer information pertaining to a customer in response to said selected incoming communication;

entering additional customer information pertaining to the customer and said selected incoming communication; and

saving said additional customer information.

18. The method of claim 17, wherein:

at least one of said incoming communications is an electronic communication.

19. The method of claim 18, wherein:

said electronic communication comprises a response to online content.

20. The method of claim 19, wherein:

said electronic communication is an electronic communication selected from the group consisting of:

an email message; and

a response to an online form of said online content.

21. The method of claim 17, wherein:

said method is performed by a user interacting with a client workstation.

22. The method of claim 17, wherein:

said user and said client workstation are located at an office of an advertiser.

23. The method of claim 17, wherein:

at least a portion of said previously stored customer information comprises

customer information of a walk-in customer obtained by reading a magnetic card provided by said walk-in customer.

24. The method of claim 17, wherein:

at least a portion of said previously stored customer information comprises customer information of an online customer.

25-34. (canceled)

35. A method for processing customer information, comprising:

receiving information extracted from an incoming communication;

cross-referencing said extracted information with customer information of a database to obtain cross-referenced customer information;

sending said cross-referenced customer information to a client workstation;

receiving updated customer information from said client workstation; and

storing said updated customer information in said database.

36. The method of claim 35, wherein:

at least one of said incoming communications is an electronic communication.

37. The method of claim 36, wherein:

said electronic communication comprises a response to online content.

38. The method of claim 37, wherein:

an email message; and

a response to an online form of said online content.

39. The method of claim 35, wherein:

said method is performed by a system server of a customer information system.

40. The method of claim 35, wherein:

at least a portion of said cross-referenced information comprises customer information of a walk-in customer obtained by reading a magnetic card provided by said walk-in customer.

41. The method of claim 35, wherein:

at least a portion of said cross-referenced information comprises customer information of an online customer.

42-51. (canceled)