Note: Descriptions are shown in the official language in which they were submitted.
CA 02545346 2006-04-28
Case No.: OCCON-001B
CUSTOMER INFORMATION SYSTEM
CROSS-REFERENCE 'f0 RELATED APPLICATIONS
(OOOIJ This application is a continuation-in-part of U.S. Application 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, alt of which are incorporated herein by reference.
STATEMENT RE: FEDERALLY SPONSORED RESEARCH/DEVELOPMENT
(0002) Not Applicable
BACKGROUND OF THE INVENTION
(0003) 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. I-Ience, both
advertisers and marketing firms are highly motivated to verify the cost-
effectiveness of
advertising media and advertising campaigns.
[0004) 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
CA 02545346 2006-04-28
limitations involved in physically locating and pulling relevant paper files,
all of which costs
valuable time.
(OOO~j 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
(0006) 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 he
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.
(0007] O'hen 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.
[0008] 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 mufti-housing industry
in particular,
customer information can be displayed in the form of a guest card template
and/or a service card
template.
CA 02545346 2006-04-28
[0009[ 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.
(0010) 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.
(0011) These and other embodiments of the present invention are discussed in
further detail
below.
BRIEF DESCRIPTION OF THE DRAWINGS
[0012] Figure 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.
(0013] Figures 2A-2E illustrate a plurality of database schema tables which
can be used in
accordance with an embodiment of the present invention.
(0014] Figure 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.
~001~] Figure 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.
[0016] Figure 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.
(0017) Figure ~ is a flowchart describing a process for caller customer
interaction with a
customer information system in accordance with an embodiment of the present
invernion.
(0018) Figure b is a flowchart describing a process for user interaction with
a customer
information system in accordance with an embodiment of the present invention.
(0019] Figures 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.
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CA 02545346 2006-04-28
[0020] Figures 8A-8I illustrate various guest card templates which can be used
in accordance
with an embodiment of the present invention.
(0021] Figures 8J-8K illustrate various service card templates which can be
used in
accordance with an embodiment of the present invention.
(0022) Figure 9 is a flowchart describing a process performed by a telephony
server in
accordance with an embodiment of the present invention.
[0023) Figure 10 is a flowchart describing a process performed by a system
server in
accordance with an embodiment of the present invention.
[0024) Figure 11 is a flowchart describing a process performed by a client
workstation in
accordance with an embodiment of the present invention.
[0025) Figures 12A-E provide examples of screenshots that can be displayed in
accordance
with an embodiment of the present invention.
(0026) Figure 13 is a flowchart describing a process far viewing andior
modifying
advertising source information in accordance with an embodiment of the present
invention.
[0027) Figure 14 is a flowchart describing a process for viewing and/or
modifying office
representatives information in accordance with an embodiment of the present
invention.
(0028) Figure 15 is a flowchart describing a process for viewing records and
repotrts in
accordance with an embodiment of the present invention.
(0029] Figure 16 is a tlow~clart describing a process for monitoring
transactions performed
by a system server in accordance with an embodiment of the present invention.
[0030) Figure 17 is a flowchart describing a process for viewing client
workstations online in
accordance with an embodiment of the present invention.
[0031] Figure 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.
[0(132] Figure 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.
[0033] Figure 20 is a t~lowchart describing a process performed by an
electronic
communication server and a system server in accordance with an embodiment of
the present
mvennon.
[0034) Figure 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.
CA 02545346 2006-04-28
[003~j Figure 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
[0036] Figure 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
infom~ation ("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 11 l,
and/or electronic
communications with online customers 112.
[0037) Customer information of a caller customer 110, walk-in customer 1 1 l,
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 andlor 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.
[0038] 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 I 10 or the caller customer's 110
telephone number. As a
result, the system 1 GO can provide users 130 with the functionality to create
an electronic record
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CA 02545346 2006-04-28
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.
[0039] Although the present disclosure generally refers to one or more caller
customers 1 10
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
1 I 1 that physically appear in person to user 130 through walk-ins, scheduled
appointments, or
otherwise. For example, any infoc-mation provided by a walk-in customer 11 I
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 I 10.
(0040] Various embodiments of the present invention can also provide
functionality for
integrating information received from one or more online customers I 12 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 1 10.
As a result, system I00 can provide users 130 with the ability to cross-
reference customer
information received in relation to caller customers I 10 with customer
information received in
relation to walk-in customers 1 1 I and/or online customers 112, and vice
versa. Therefore. if a
caller customer I 10 has previously appeared before user 130 as a walk-in
customer 1 1 I 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.
[0041] As illustrated in Figure 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
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CA 02545346 2006-04-28
(PSTN), a wireless telephone network, a network employing a voice over
Internet protocol
(VoIP), andlor others known in the art.
[0042] 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) andlor a special service number 150
called by caller
customer 110 (indicated by the DNIS information).
[0043) 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.
[0044) 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 18U 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.
[0045] As further illustrated in Figure 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.
[0046] 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
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CA 02545346 2006-04-28
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.
[0047} In various embodiments, communication with system server 160 can be
facilitated by
IVlicrosoft Messaging Queue Services (MSMQ) where the web serv.~ices inject
extracted customer
information to MSIV'IQ. 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.
[004$} Figure 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 I 12 for accessing content 199.
[0049} If an online customer 112 desires to receive additional information
from the
advertiser, the online customer 1 12 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 mufti-housing industry; the online customer 1
12 may choose to fill
out a form with some customer information indicating various personal
information of the online
customer 1 12 and,'or various preferences the online customer 1 12 may have in
relation to rental
properties.
(000] 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.
(001] 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
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CA 02545346 2006-04-28
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.
[00~2J 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.
[0053] Figure I 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.
[004[ In another aspect of the present invention, system 100 provides
functionality for
generating reports and implementing various administrative tools, as further
described herein.
(U055] 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.
[006] System 100 can be used by an advertiser in order to efficiently handle
telephone calls
initiated by caller customers I 10 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.
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CA 02545346 2006-04-28
(0057) 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 11 ~.
After the special service number 150 is dialed, the call is routed through
voice network 195 to
telephony server 170 v~~hich 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.
[0058] 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 I90.
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 sower 160.
(0059] User 130, user telephone 185, and client workstation 180 can be
situated at an office
l87 of an advertiser. For convenience of illustration, only one client
workstation 180, user 130.
and user telephone l85 are shown in Figure 1. However, it will be appreciated
that a plurality of
client workstations 180 andior 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 "OfficelD" identifier can be
associated with each office
187 and used in communications between client workstation 180 and system
server 160.
(0060] Figures 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 Figures ?A-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.
(0061] Figure 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
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CA 02545346 2006-04-28
Pentium 4 processor at 1.8 GHz, 1 GB of RAM, and 140 GB of disk storage. As
illustrated in
Figure 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 sec-ver
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.
(0062) 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 arn~hAPI Pro V 1.12
available from
Allen-Martin. It will be appreciated that various technology known in the art
can be used to
facilitate communication between T API engine 340 and voice network 195. For
example, a
telephony card can be employed which provides TI communication between TAPI
engine 340
and a central office local switch which is in corrununication with the
Internet and PSTTi. 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 T.API engine 340) andior 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.
CA 02545346 2006-04-28
(0063] Figure 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 Iayer. Above the middle tier is a management
layer 810. The user
interface comprises WinUI 850, WebUI 860, WebService 870, and ServerWinUI 880.
The
WinIlI 8~0 is an application which communicates to a user through Server
Interface 890. The
WebIlI 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. ~fhe ServerWinUI 880 is a
user interface
created for system server applications.
(0064) As also shown in Figure 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 dii~ferent 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.
(0065) Figure 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 he
pertormed 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.
(0066] 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.
(0067) Data from client application 410 and browser 420 can be displayed to a
user 130 on a
monitor 440 in communication with client workstation I80. Such data can
include, but need not
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CA 02545346 2006-04-28
be limited to: a list of incoming calls and/or electronic communications, a
call/eommunication-
specific card containing customer information that is displayed in response to
an item in the list,
and/or various reports requested by the user.
(OOGS] 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 I $0 can be configured to receive magnetically-encoded
customer information
read by card reader 430. For example, in the case of a walk-in customer 1 11,
various customer
information such as the customer's name, address, andlor 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 1 11 while
visiting office 187.
[0069] Figure 5 is a flowchart describing a process for caller customer I 10
interaction with a
customer information system 100 in accordance with an embodiment of the
present invention. It
will be appreciated that Figure 5 illustrates the perspective of caller
customer 110 when
interacting with system 100. At step l I 10, a caller customer 1 10 identifies
an advertisement 120
listed in a distributed media publication 140. Using telephone 1 15, the
caller customer 110 then
calls the special sen~ice number 150 listed in the advertisement 120 (step I
120). 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 1 10 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
lleCelll, user 130 can enter such information into client workstation 180
during and after the
conversation. Whell the conversation between caller customer 110 and user I 30
has f nished, the
call will terminate (step 1140).
(0070] Figure 6 is a flowchart describing a process for user I 30 interaction
with a customer
information system 100 in accordance with an embodiment of the present
invention. It will be
appreciated that Figure 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
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CA 02545346 2006-04-28
acoming communications in the user interface of client 4vorkstation 180 that
is displayed on
monitor 440.
[0071] Figures 7A and 7B illustrate sample lists of incoming communications
that can be
displayed by client workstation 180. As set forth in Figures 7A and 7B,
customer information
can be displayed for each incoming telephone call from caller customers I 10,
including: phone
number (i.e. telephone number of caller customer 110, special service number I
SO dialed by the
caller customer 1 10, destination telephone number referenced by the special
service number 1 S0,
andlor other numbers as appropriate), the name of caller customer 1 10, the
distributed media 140
containing advertisement 120 and special service number 1 SO dialed by the
caller customer 1 10,
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.
[0072] As further illustrated in Figure 7B, customer information carp 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 I 12 in the electronic communication, and/or other information as
appropriate.
[0073) Referring again to Figure fi, a user of client workstation 180 can
select the incoming
call (step 1210), causing the cun-ent customer information associated with the
call to be
displayed on monitor 440, as further described with respect to Figures 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 I 10 (step 1240). When the conversation betwwen caller
customer 1 10 and user
130 has finished, the call will terminate (step 1250). At step 1260, the user
130 saves the
customer information.
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CA 02545346 2006-04-28
[0074) Figures 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.
(0075) It will be appreciated that the templates of Figures 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. 1'he fixed fields can
include customer
information that is extracted and automatically calculated during a call from
a caller customer
I 10, 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 alter receiving the electronic communication.
[007G] As shown in Figures 8A-B, a guest card template X00 has a ti-ont 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 sen~ice to
conveniently allow the user 130 to send preset text as email to the caller
customer I10 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
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CA 02545346 2006-04-28
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 1 10. The
rental feedback 536
allows the user 130 to review the move-in date criteria or the reason why the
caller customer 1 10
is not leasing by retrieving the guest card from the system 100.
(0077] An alternative guest card template is shown in Figures 8C-I, with a
plurality of
screen shots of a front side of the card illustrated in Figures 8C-H, and a
screen shot of a back
side of the card illustrated in Figure 8I.
(0078) As set forth in Figures 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, andlor 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.
(0079) A plurality of user-selectable tabs can further be provided in the
lower portion of the
alternative ;nest card template. Through a comparison of Figures 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 1 30 can enter notes concerning the user's 1
3U interaction with
the customer, and also view previously-entered notes associated with the
customer (Figure SC).
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 (Figure 8D).
(0080] By selecting the ''Call Log" tab, the user 130 can view a list of
recorded telephone
calls received from a particular caller customer I 10, as well as the ANI and
source associated
with the previous calls (Figure 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.
(0081] Figure 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
I 6-
CA 02545346 2006-04-28
system 100 from appropriate sources, such as third party source ValultWare
and/or other
sources.
(00$2( Figure 8G illustrates a sample display of the alternative guest card
~fien 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
inforn~ation 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 I00 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.
(0083] Figure 8II illustrates a sample display of the alternative guest card
template when a
"Emails" tab has been selected. Upon selecting the tab, the user 1 s0 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.
(U084( As set forth in Figures 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.
(0085) A user 130 accessing a guest card in any of the sample forms of Figures
8C-H can
further access a back side of the card. As illustrated in Figure 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,
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CA 02545346 2006-04-28
[0086] As shown in Figure 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.
(0087] Figure 8K illustrates an alternative service request template. As set
forth in
Figure 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).
(0088] 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
Figures 8C-H. it will he
appreciated that by selecting different tabs, different information can be
displayed. For example.
b~~ 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.
[0089] Figure 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
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CA 02545346 2006-04-28
ServerID received from telephony server 170 by comparing the ServerID with
data stored on
database 370. If the ServerlD is found to be valid, then system server 160
informs the telephony
server 170 that a successful registration has been performed.
(0090] At step 1320, telephony server 170 receives an incoming telephone call
from caller
customer I 10 directed toward a special service number I S0, It will be
appreciated that step 1320
can occur in response to step 1120 of Figure 5. Telephony server 170 then
extracts certain
customer information from the incoming telephone tail, 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).
(0091) 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 'helephonyCaller 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 1 SO and/or a SessionID associated with the particular
telephone call.
[0092] If the call is answered by user 130 at user telephone 18~ (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).
(0093] Figure 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 Figure 9. In
various
embodiments, a Telephony Caller 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.
(0094) 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
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CA 02545346 2006-04-28
with the destination number, a CallerID reference associated with the
particular caller 130, a
CardType, and an lconName. 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 11I or
the caller's
110!walk-in customer's Ill telephone number (step 1430). In various
embodiments, such
information can include: the caller's I 10 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: CaIIerID, CardType, IconName, FirstName, and LastName.
(0095] .At step 1440, system server 160 logs appropriate customer inforn~ation
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.
[0096] At step 1450, system server 160 broadcasts the customer information and
SessionlD
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 CaIlerMessage, the
NlessageType may also
provide for a News object. thereby permitting the system server 160 to pass
nevus items to client
workstation 180.
[0097] 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.
[0098] 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 Figure 6. In step 1470. the system server 160 stores
the updated and,'or
additional customer information in system server database 370.
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CA 02545346 2006-04-28
[0099) Figure 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.
(0100) Upon subsequent launches of client application 410, registration can be
achieved by
passing to system server 160 the OfficelD 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 OfficelD. 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 ClientlD 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.
[0101) 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 Figure 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.
[0102) 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).
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CA 02545346 2006-04-28
[0103) 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.
[0104) 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).
(0105) As explained above, a user 130 can select a call appearing in the call
list (step 1210 of
Figure 6; see also the screen shot of Figure 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 Figures 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
Figure 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 Figure 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.
[0106] 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 Figure 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
Figure 6. In various
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CA 02545346 2006-04-28
embodiments, an EmployeeID associated with user 130 can be saved with the
customer
information.
(0107) It will be understood that the functionality (including but not limited
to the
perfornianc.e 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 11 1, where
relevant. For example, upon meeting with a walk-in customer 1 11, 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 inforn~ation 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 inforniation previously stored by system 100 pertaining to walk-in
customer 111.
regardless of whether such customer information was obtained from the walk-in
customer 1 I 1 in
person, or from a call placed by a caller customer 110.
[0108] Figure 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 Vv'indows-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 I
60 returning the
retrieved items to client workstation 180.
[0109] As illustrated in the example of Figure 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.
(0110] In particular, if user 130 selects "Admin Tools" or "Reports," and the
user 130 is an
administrator, then the user I 3(I can access functionality for generating
reports and implementing
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CA 02545346 2006-04-28
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.
{0l 11 { If user 130 selects "Exit," then the client workstation I 80 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.
[0112) 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 I 590 of Figure 1 I previously
described herein).
[0113] Figure 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 Figure
12B can be accessed by logging in to a website using a broivser-based
interface of any
appropriate computing device 197 that is communication with system server 160
over computer
network 190. Figure 12C provides a screenshot of a browser-based login screen
that can be used
in such embodiments.
[0114) Figure 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 Figure 12D can be accessed by an
administrator
clicking on the "Administrati.ve Tools" link displayed in Figure 12B.
Alternatively, the screen of
Figure 12D can be accessed by selecting "Admin Tools" in the menu of Figure
12A.
[0115] .As illustrated in Figure 12D, the webpage provides an interface for
view ding
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
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CA 02545346 2006-04-28
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 I 30 (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.
(0116] Figure 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 Figure 12D through client
workstation 180. In
response, client workstation 180 requests the advertising source information
from system server
160 (step 1620). 'fo identify the appropriate office 187, the client
workstation 180 can also pass
the OfficelD associated with office 187 during step 1620.
(0117] 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 I-I~hMII_ format (as illustrated in Figure
12D). pdf format, or any
appropriate format known in the art.
[0118) 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).
(011)j Although the steps of Figure 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.
(0120] Figure 14 describes the interaction between user 130, client
workstation 180, and
system server I 60 for viewing and/or modifying oftice representatives
information in accordance
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CA 02545346 2006-04-28
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 Figure 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,
[0121] 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 HTIVIL format
(as illustrated in Figure 12D), pdf format, or any appropriate format known in
the art.
(0122] 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 Figure 12D.
If the office representatives information is changed, then client workstation
180 sends the
updated office representatives information to system server I60 (step 1770),
and system server
160 stores the updated office representatives information in database 370
(step 1780).
X0123) Althoubh the steps of Figure 1~ 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.
[0124] Figure 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 Figure
12E can be accessed by an administrator clicking on the "Reports" link
displayed in Figure 12B.
Alternatively, the screen of Figure 12E can be accessed by selecting
''Reports" in the menu of
Figure 12A. As illustrated by the e;camples for an apartment leasing office
set forth in Figure
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.
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CA 02545346 2006-04-28
[012] Figure 1 ~ 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 I$10, 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 Figure 12E through
client workstation 180.
As a result, client workstation 1$0 displays a list of records/reports that
are available for viewing
(step 1820). The user I30 can then select one of the records/reports in the
list (step 1830). In
response, client ~.vorkstation 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 I 840.
[0126] ,At step 1850, the system server 160 retrieves the appropriate
recordireport
infornlation 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 I-ITML format, pdf
format, or any
appropriate format known in the art.
[0127] Although the steps of Figure 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 ofclient workstation I80 for performing the appropriate
steps.
[0128] 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 I 80 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.
[0129] Figure 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
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CA 02545346 2006-04-28
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 19s0).
(0130) Figure 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 2oso).
[0131] Figure 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 Figure 18 illustrates the perspective of online
customer I I2 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
4vith and/or provide advertising for an advertiser.
[0132) he online customer 1 t2 can then enter customer information through
customer
computing device I98 in response to the online content 199 (step 2120). For
example, the online
customer 1 12 may choose to fill out an online form provided by the content
199 andlor send an
email message to an email address provided by the content 199. At step 2130,
the online
customer I 12 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 1 12 can later receive a response from a
user 130 of the
system 110 (step 2140) such as by receiving an email message, telephone call,
andlor other
communication.
[0133] Figure 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 Figure 19 illustrates the perspective of user 130
when interacting with
system 100 and handling an online customer I 12. As further discussed herein,
after an online
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CA 02545346 2006-04-28
customer 112 initiates the sending of customer information to system 100 (for
example, in step
2130 of Figure 18), the customer information can be extracted by communication
server 192,
forwarded to system server 170, and broadcasted to a client workstation 180
(see F figure 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.
(0134j 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),
arid input
additional customer information and/or modify existing information; thereby
creating an accurate
record of the communications and relevant information concerning online
customer I 12 (step
2250). ~hhe user 130 can then save the customer information in step 2260.
(0135] Figure 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 Figure 20 can be
performed for
handling incoming electronic communications initiated by online customers 112.
(0136 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 Figure 18.
IJlectronic
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).
(0137] At step 2340, system server 160 cross-references the extracted customer
information
4vith the system server database 370 to obtain: an ~fficeID associated with an
email address to
which the electronic communication was referenced, a CallerID reference
associated with the
particular customer, a CardType, an lconName, and previous customer
information associated
with the online customer I 12. 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.
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CA 02545346 2006-04-28
(0138) At step 2350, system server 160 logs appropriate customer information
and/or other
data into system server database 370. At step 23&0, system server 160
broadcasts the customer
information and an associated SessionID to all client workstations 180
associated with the
OfticeID retrieved by system server 160.
[0139] At step 2370, system server I60 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 Figure 19. In step 2380, the system server 160 stores
the updated and/or
additional customer information in system server database 370.
(0140) Figure 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, andior 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
11 I can discuss further information with the user 130 concerning a potential
transaction, such as
a possible lease concerning rental property available through office I 87.
(0141) Figure 22 is a flowchart describing a third process for user 130
interaction with a
customer information system 100 in accorciance with an embodiment of the
present invention. It
will be appreciated that Figure 22 illustrates the perspective of user 130
when interacting with
system 100 and handling a walk-in customer 111.
[0142) At step 2510, user 130 receives customer information from a walk-in
customer 1 I 1
visiting the office 187 in which the user 130 is situated. The user 130 then
enters the customer
information into client workstation 180 (step 220) 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 snatching customer information is found by the system
server 160, such
information can be provided to client workstation 180 where it cart 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 I30 can identify customer records
corresponding to previous
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CA 02545346 2006-04-28
communication/interactions that the walk-in customer I 1 1 has had with users
130 of the system
100 as a caller customer 1 10, walk-in customer 11 l, and/or online customer
112.
(0143] The user 130 can then conduct further communications with the walk-in
customer
I I 1 (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.
(0144) 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"), SQI~ database, voice recorder, and web server
to provide
functionality for recording and tracking incoming telephone calls to special
service numbers 1 S0.
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 1 SO 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.
[()1=l5] It is also contemplated that instant messaging technology can be
employed for routing
customer information between the various applicable components of system 100.
(0146] 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.
(0147] 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 sofrtware applications of third party
vendors to access
customer information of system 100.
(0148] 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.
(0149) 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
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CA 02545346 2006-04-28
estate, hotel management, mass merchandising, vendor management, and any other
industry
where the functionality described herein may be desirable.
(0150] It is further contemplated that SySteIll 100 can be used in connection
with broker-
based sales environments and related transactions.
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