Note : Les descriptions sont présentées dans la langue officielle dans laquelle elles ont été soumises.
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
1
TITLE OF INVENTION
INSTALLATION LIFECYCLE MANAGEMENT SYSTEM
FIELD OF THE INVENTION
This invention relates to system architectures and methods for managing and
tracking home installation services.
BACKGROUND OF THE INVENTION
A variety of home improvement products require professional installation. For
example, this is typically the case with roofing, siding, gutters, decks,
fences,
windows, and doors.
Prior to undertaking the actual installation, the installation service company
will
typically dispatch a sales representative to the customer's home to discuss
with
the customer the selection of products to be used in the installation, to
evaluate
the scope of the home improvement project, to provide a quote to the customer,
to secure an order and/or payment from the customer, and eventually to
schedule an appointment for the actual installation. The process of doing so
can
be cumbersome and drawn-out.
For example, a miscellany of product catalogs, quotation documents, order
forms, or contract documents are often brought to the customer's premises by
the customer representative. The handling of bulky product catalogs or the
management and filling out of the other documents involved in the project can
be
awkward for both the representative and the customer.
In some cases, it is necessary to adjourn the customer service call while the
representative develops or validates a quotation (including securing a
quotation
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
2
from the manufacturer of the product to be installed), confirms a customer's
qualification, or retrieves and fills out order forms or contracts for
eventual
signing by the customer. Similarly, the availability of an installation crew
might
not be determined until the representative either makes appropriate enquiries
of
scheduling staff or registers the order for the installation project so that
the job
can be scheduled in due course. In most cases, the customer is told to expect
a
follow-up call to schedule the installation.
As might be expected, every
adjournment of the sales process carries a risk of losing the order as the
customer reconsiders the project or its cost, becomes interested in
alternative
products or service suppliers, or due to other intervening events.
In order to be able to quote an overall installation cost to a customer, there
is the
need to secure a manufacturer's quotation for the products and materials
involved in an installation. Simply referring to manufacturer price lists is
not
practical as many of the products to be installed as home improvements involve
is a degree of customization. For example, in the case of windows,
different types,
styles, frames, glass, grillwork, colours, and treatments are available, and
the
specific size of the window must be chosen to accommodate the opening in
which it is to be fitted. As a result, itemized manufacturers' price lists are
often
not applicable.
To address this, many manufacturers provide proprietary quotation software to
enable a representative to interact with the software so as to effectively
build the
product specifications to the point that a quotation can be generated by the
software. A representative will typically install multiple proprietary
quotation
software programs from a variety of different manufacturers on the
representative's laptop, notebook, or other portable computing device.
Although
prevalent in the industry, there are a number of drawbacks to that approach.
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
3
It is necessary for the representative to keep all of such software updated.
The
failure to do so can result in invalid quotations. In addition, there is a
need to log
into each manufacturer's software application, which may involve different
user
names and passwords for each manufacturer.
Manufacturers' quotation software involves varying approaches to updating the
manufacturers' pricing. In cases where the user is expected to normally
trigger a
pricing update by polling a server controlled by the manufacturer, there may
be
latency problems with the price information used to secure the quotation
unless
the representative is particularly diligent in regularly updating the pricing.
Some currently popular portable computing devices have operating systems that
are constrained as to the type of applications that can be run on the systems.
For example, an iPad will often only be able to run Apple applications, while
an
Android-based device may only be able to run certain types of applications
compatible with that operating system.
is The quotation software suffers another limitation. If the quotation
software is
being used in the presence of the customer, the customer might be expected to
see the product price quotation, but the representative will need to add a
labour
or service fee on top of the product price. There might also be preferential
pricing that is somewhat sensitive from the point of view of the installation
company. It is known to try to address that problem by incorporating into the
manufacturer's quotation application a provision for a product mark-up or the
addition of a service fee so as to generate an overall quotation that can be
presented to the customer. Such an approach involves arranging for each of the
potential manufacturers to incorporate appropriate calculations to reflect the
installation company's service fee and to account for any private discounts.
In
some cases, the setting of such a fee is not straightforward and can be
challenging to implement in an automated system.
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
4
There are also limitations on the usefulness of the quotation software from
the
point of view of retrieving previously supplied quotes. The quotes obtained by
the representative may be for different alternative products and/or from
different
manufacturers. When it is desired to retrieve a previous quote in which a
customer might show interest, the representative has no convenient means of
retrieving the quotes relating to a particular customer and manufacturer.
Frequently, the representative will be forced to generate a new quote (unless
he
printed off a copy of a previous quote and hopefully organized it in such a
manner that it can be retrieved at a later date).
Once a customer has accepted a quotation, an order must be confirmed or a
contract entered into, typically including a form of payment. This can require
the
representative to prepare a written order or contract identifying the
customer, the
products to be used, the scope of work, pricing, payment details and other
information. The process, whether done on the spot or during an adjournment of
is the service call and sale process, can be tedious and is subject to
transcription
errors. If such errors do occur, the installation will be delayed or losses
will be
incurred.
One aspect that is typically prone to transcription errors is the recordation
of
credit card information. These types of errors are especially severe as they
usually result in a complete stoppage to the sales process. This problem may
be
further compounded by additional recordation and transmission steps owing to
privacy concerns that disallow the permanent electronic storage of sensitive
personal information. More specifically, full credit card information on a
hand
written costumer contract is redacted by the installation services company
prior
electronic storage. Redaction is typically effected by highlighting the credit
card
information with a light reflective marker that will appear blacked out once
electronically scanned but remains readable to the eye. Also typically, after
electronic storage, the credit card information will be required in typed
electronic
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
format for processing by a financial services company or other entity. The
handwritten credit card information must be manually inputted for temporary
electronic storage and transfer each time it is thus required. In sum,
transcription
errors may occur at the initial field stage, and may occur multiple times at
the
5 data entry stage.
The response time and performance of a representative in closing a sale or
completing the service call may be evaluated and tracked. This is particularly
so
when leads are generated by a management system on behalf of a third party
who the customer expects be responsible for the provision of the service. Such
third party is typically interested in fast responsiveness to leads and a
quick
follow-through to close the deal and complete the installation.
Sales
representatives may be very diligent in responding to the communication of a
new lead by attending on the customer within days or even hours. Similarly,
the
representative may be very prompt in generating product and service
quotations,
is in arranging for pre-measuring of the project, and in returning to
execute and
prepare copies of a product and services contract.
This standard of
responsiveness may be repeated on a continuous basis, keeping the
representative very busy.
Unfortunately, tracking the representative's responsiveness from attending on
the
customer to securing a signed order is dependent on the tracking system being
made aware of the attendance, securing copies of the quotes and of the signed
contracts. A management system may prompt the representative for status
updates, however, for busy representatives who are continually on the road and
visiting customer premises, the collection, organization and logging of the
paperwork associated with a quotation or signed contract is a burden compared
to the primary importance of visiting customers and closing a deal. As a
result,
such administrative paperwork is often delayed. As a result, the actual
responsiveness of the sales representative is not reflected in the tracking of
the
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
6
representative's performance. Apart from the failure to credit the
representative
for responsiveness, if the contract is not logged promptly, the installation
will also
be delayed, resulting in customer frustration.
There may be discount policies in place in connection with the pricing of
particular installation services. Some discounts might be discretionary on the
part of the sales representative. In other cases, discounts may be set and
controlled by the installation company, which may want to have very uniform
discount practices and which will therefore have strict guidelines in relation
to
discounts. In such cases, there is nonetheless the possibility that the sales
representative will wish to provide discounts on a relatively subjective
basis,
thereby frustrating the discount policies of the installation company.
After execution of the contract with the customer, and in some cases before a
final price can be provided, a pre-installation visit by a remeasurement
contractor
may be required to more accurately measure the installation. This enables
is greater accuracy than a sales representative may have the time to
achieve, yet it
may be critical to providing an accurate work order for the product
manufacturer.
Where a remeasurement is required, or to schedule the actual installation, the
sales representative may typically discuss possible installation appointments
with
the customer. In some cases, the representative may be able to contact an
installer on the spot, for example by telephone or electronically, and
schedule a
visit. However, when larger numbers of installations are involved, the ad hoc
setting of appointments is problematic. Instead, the representative undertakes
to
have someone contact the customer at a later date. This hiatus allows the
representative or the installation company to secure an estimate of when the
manufacture of the product will be completed. Contact can then be made with
the customer to schedule an appointment.
It will be appreciated that this
involves disengaging with the customer until such time as the job can be
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
7
processed, the products and materials ordered, a manufacturing time estimate
secured, and an installer contacted with the pertinent information to schedule
a
tentative appointment.
The prior systems also result in a distribution of the information relating to
a
specific job. The information may be recorded on paper, or perhaps
electronically, but may be known initially only to the sales representative.
Other
sales representatives will not typically be privy to the same information
regarding
the job unless they communicate directly with the attending sales
representative
or an enquiry is made of a central processing facility for the various jobs.
It may
be necessary to contact an installer if the question relates to re-scheduling
a job.
The foregoing touch on some of the inefficiencies in the prior systems of
securing
orders, executing contracts, and scheduling home improvement installation
services. Other inefficiencies may be appreciated upon consideration of the
invention, though perhaps not expressed herein.
is The problem addressed by this invention is disconnected interactions
between
service providers, customers, and service subsystems that fail to integrate
installation processes with one another resulting in delays, errors,
inefficiencies
and loss or orders.
It is therefore an object of the present invention to overcome the
aforementioned
deficiencies. It is a further object of the present invention to allow the
lead
development process to mature into a scheduled installation order as smoothly
as possible and to minimize the delays and inconvenience caused by the need to
retrieve and secure various quotation documents, contracts, catalogues, and
payment clearance instruments.
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
8
The invention disclosed herein provides system architectures, protocols, and
methods yielding a more convenient, efficient and rapid customer service call
and installation process.
In this application, the end to end process from the receipt of a customer
lead for
an installation service, through the sales call, commitment, ordering,
remeasuring, installation, inspection and customer survey will be referred to
collectively as a "job".
These and other objects of the invention will be better understood by
reference to
the detailed description of the preferred embodiment which follows. Note that
not
all of the objects are necessarily met by all embodiments of the invention
described below or by the invention defined by each of the claims.
SUMMARY OF THE INVENTION
According to the invention, a management application oversees and coordinates
is the end-to-end process steps and activities from the receipt of a lead to a
possible order up to a post-installation inspection and customer survey. The
management application interfaces with the various participants in the job,
providing resources, support, actions and prompts to ensure that the process
unfolds smoothly.
The management application maintains portals for the various participants
providing access through participant devices to the support and functionality
of
the management application. The management application acts as a
clearinghouse, records center and document generator for tracking the progress
of the job and serving to the participant devices the various documents,
information and prompts needed to progress the transaction and complete the
job
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
9
It is an essential feature of the invention to use a computer implemented
system
that serves to merge and expedite the previously discrete steps involved in a
job,
and to enable the monitoring and interactive features of the system, including
notably a server serving and interfacing with a number of device clients and
external resources and a database recording a sequence of steps in a job
process.
According to the invention, a management application resides on a server and
is
configured with protocols and processes that control the end to end job
process
from the receipt of a lead for home installation services to the end of life
of the
home installation job.
In one aspect, the invention is a management system for a plurality of
participants in a home installation job. The system comprises a server, a
database connected to the server, and a plurality of devices in wireless
communication with the server. Each of the devices is associated with one of
the
is participants and comprises a graphical user interface. Each of the
devices is
configured to access one or more portals served by the server for display on
the
graphical user interface. The one or more portals are configured to accept
input
from one or more of the devices regarding the job. The database records a
predetermined job process comprising sequential job steps and milestones
indicative of the completion of a given step. The server, in response to input
from the one or more of the devices, is configured to track a status of the
job
process and the status is recorded in the database. The server, in response to
determining the status of the job, is further configured to provide prompts to
one
or more of the devices in relation to the job and the prompts are communicated
to the one of more devices. The server, in response to a milestone having been
reached, is configured to automatically initiate an action to undertake a next
step
in the job process.
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
In a further aspect, the action is the automated scheduling of an appointment
for
one of the participants ("the one participant"). The scheduling comprises the
server polling a calendar application associated with the participant, the
calendar
application recording available appointment times for the one participant, and
the
5 server selecting one of the appointment times. The scheduling further
comprises
the server dispatching an email to a customer offering the one of the
appointment
times, receiving an email from the home owner accepting the appointment time,
and dispatching a confirmation of appointment to the home owner and to the one
participant.
10 In a further aspect, in response to receipt of data comprising
information
comprising a type of home installation job and an address of a potential
customer, the server is configured to access the database to assign a sales
representative to the potential customer as a function of the type, the
address
and a record of geographical regions assigned to a plurality of sales
is representatives.
In yet a further aspect, the predetermined job process comprises the steps of
recognizing a lead to a potential home installation customer, a later step of
assigning a sales representative, scheduling a sales representative
appointment
and electronically communicating an identity of the sales representative to
the
potential home installation customer, a later step of preparing a contract for
the
home installation job, a later step of assigning a re-measure contractor,
scheduling a re-measure appointment and electronically confirming the re-
measure appointment to the customer, a later step of initiating an order
process
for ordering materials for the home installation job, and a later step of
assigning
an installer, scheduling an installation appointment and electronically
confirming
the installation appointment to the customer. The server is configured to
perform
the foregoing steps automatically upon determining that corresponding
milestones have been reached in the job process.
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
11
In another aspect, the invention is a home installation service management
platform for sales and installation service calls. The platform comprises a
server,
a plurality of mobile devices associated with respective participants in a
potential
home installation job and being in wireless communication with the server, and
a
database comprising a record of a predetermined job process comprising a
plurality of sequential steps in the home installation job from receipt of a
lead for
a potential home installation job to completion of the home installation job.
The
record further comprising milestones for a plurality of the steps, the
milestones
indicative of a status of the step. The server is configured to accept data
from
the mobile devices, to monitor the milestones and, in response to determining
that a milestone has been reached, automatically undertaking an action
associated with a step subsequent to a step associated with the milestone. The
server is further configured to prepare and serve to one of the mobile devices
a
display selected from among the group comprising a quotation, a contract, a
is schedule, a scheduled appointment, a prompt to take certain action during
an
appointment.
In further aspect, the data comprises a plurality of data sets received from
the
mobile device at different times in the course of an appointment.
In a further aspect, the server further comprises instructions that when
executed
cause the server to retain copies of the data sets and of the display and to
serve
the display to the mobile device upon request from the mobile device.
In yet a further aspect, the mobile device is configured with a plurality of
software
modules, each of the modules being independently selectable by a graphical
user display. The modules comprise at least two modules from the group
comprising a quotation module, a contract module and a scheduling module.
The quotation module is configured to accept product information that is
manually entered on the device and to transmit a request for a quotation to
the
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
12
server. The contract module is configured to accept an indication of
acceptance
of a quotation that is manually entered on the device and to transmit a
request for
a contract to the server. The scheduling module is configured to transmit a
request for appointment availabilities in response to a manual request entered
on
the device.
The foregoing was intended as a broad summary only and of only some of the
aspects of the invention. It was not intended to define the limits or
requirements
of the invention. However, the scope of the claims should not be limited by
the
preferred embodiments set forth in the examples, but should be given the
broadest interpretation as a whole.
BRIEF DESCRIPTION OF THE DRAWINGS
The invention will be described by reference to the detailed description of
the
preferred embodiment and to the drawings thereof in which:
Fig. 1 is a diagrammatic view of the system of the preferred embodiment;
Fig. 2 is a block diagram of the functional components of one embodiment
of a portable device used by participants;
Fig. 3 is a front view of the preferred embodiment of the portable device of
Fig. 2;
Fig. 4 is a block diagram of the functional components of the server
according to the preferred embodiment;
Fig. 5 is a block diagram showing the association of certain participant
devices, the server and a calendar application;
Fig. 6 is a flowchart of the process for assigning a sales representative
according to the preferred embodiment;
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
13
Fig. 7 is a diagrammatic representation of exemplary store and sales rep
coverage areas;
Fig. 8 is a flowchart of the overall job tracking process according to the
preferred embodiment;
Fig. 9A to 9C is a flowchart of an overall process according to the preferred
embodiment; and,
Fig. 10A to 10G is a flowchart of a sample process flow for the lead to
installation scheduling according to an embodiment.
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT
In the following detailed description, the preferred embodiment and various
alternative embodiments of the invention are described. Each of the preferred
and alternative features described herein is not necessarily part of the
invention
over which claims will be asserted but are included for a full specification
of how
is to implement at least one practical embodiment of the invention.
System overview
Referring to Fig. 1, in accordance with one embodiment of the invention, a
customer 10 expresses an interest in an installation job. The job may include
one or more of a door installation, a window installation, or a roofing
installation.
It is understood that the job may encompass the installation of other products
as
well. The customer 10 may express interest in the job in a number of ways. For
example, the customer 10 may attend at a retail store 12 and express interest
to
an employee of the retail store 12. Alternatively, the customer 10 may access
a
website maintained by the retail store 12. Still alternatively, the customer
10 may
initiate a phone call with the retail store 12. Regardless of the manner in
which
the customer 10 expresses interest in the job, certain initial lead
information 14
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
14
regarding the job is recorded. The initial lead information 14 preferably
includes
at least the following: the name of the customer 10, contact information for
the
customer 10, the nature of the job, the location at which the job will be
conducted
and if applicable the particular store that generated the lead.
In one
embodiment, the initial lead information 14 is communicated to a third-party
server 16, which may be maintained by the retail store 12.
The initial lead information 14 about the job forms the basis for a new lead.
Once
a lead has been created, the lead information 14 is communicated to a
management application 18. According to one embodiment, the management
application 18 comprises an application resident on a server 20. The third-
party
server 16 may transmit, through a network (e.g. the Internet), the lead to the
management application 18 once the lead is created.
Alternatively, the
management application 18 may periodically connect to the third-party server
16,
through the network, and download any new leapds created since the last time
it
is was connected to the third-party server 16.
Once the lead information is received by the management application 18, the
management application 18 begins processing the new job. The management
application 18 acts as a clearinghouse, records center, document generator and
coordinator for facilitating, tracking and promoting the progress of the job.
In
assisting in this function, the management application 18 may use a database
24
that is connected to the server 20. The database 24 is configured to store and
retrieve data relating to the job as it progresses.
The management application 18 comprises a number of modules (best illustrated
in Fig. 4), each of which may be run depending on the particular stage in
which a
lead is at. Specific modules support specific steps in the overall
installation
process and several of the modules are intended to be used in sequence through
the process. Applications supporting the various modules are preferably
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
accessed through website portals maintained by the server 20. The application
includes a device-server communication engine 21.
Each of the participants involved in the lifecycle of the lead is preferably
equipped with a remote, network communication-enabled device 28. The device
5 28 may be portable or stationary and are configured to communicate with the
server 20 through a network connection, which may be the same as the network
(e.g. the Internet) or some other suitable network. In the case where the
device
28 is portable and intended to be carried by the participant from place to
place,
the device 28 is preferably capable of wireless network communications with
the
10 server 20 (e.g. using WiFi, cellular, and/or satellite communications).
In one embodiment, the device 28 comprises a graphical user interface (GUI) 30
that allows for interfacing and interacting with the management application 18
over the network. For example, the GUI 30 may comprise a web browser that is
configured to accept input and display information from the management
15 application 18 through one or more web applications running on the server
20.
The GUI 30 may also include a virtual keyboard to allow the inputting of text
data.
Referring to Fig. 3, the GUI 30 may include icons representative of modules
that
may be run through the portal associated with the device (for example a sales
representative portal for a sales representative device) available for access
on
the server 20 from the management application 18. The illustrated modules in
Fig. 3 are Our Services 31, Product Info 40, Create Quote 48, Create Contract
54, Waiver 33, Scheduling 32, Change Order 35, Records Center 37 (enabling
access to the documentary resources of the management application 18 relating
to job records), Settings 39 and Insurance Business 41.
The system architecture and participants of the preferred embodiment are also
illustrated in Fig. 1. Management application 18 hosts a number of portals 98,
100, 102, 104 for certain of the participants in the job. The participants
include a
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
16
sales representative 26, a project coordinator 64, a re-measure contractor 66
and
an installer 82, order personnel 78, vendor servers 44 and an inspector 88. At
least the sales representative, the project coordinator, the re-measure
contractor
and the installer each have a device used to access their respective portals.
Referring to Fig. 5 the management application 18 also connects as needed to a
calendar application 99 (which may be proprietary or a third-party application
such as Google Calendar) to support the scheduling functions of the job
management system of the invention. The sales representative 26, re-measure
contractor 66 and installer devices 82 each connects to the calendar
application
.. 99 to upload their availability for job scheduling.
According to the preferred embodiment and by reference to Fig. 8, the
management application 18 assigns (302) a job identification to each distinct
job
in respect of which lead information 14 is received. The process from the
receipt
of lead information 14 to a post-installation customer survey are
characterized by
is a detailed process flow as represented in Fig. 9A-9C. Steps in the process
are
recorded in database 24. Upon identification of a new job, the job is
associated
with the process and the tracking and control process is automatically
initiated
(304).
The management application 18 controls the individual steps in the job
process.
In addition, the management application 18 runs the overall monitoring process
300 to determine whether each step 306 in the job is being completed according
to a predetermined time 308 for the overall job and for each step in the job
process. More specifically, target times per step 306 in the overall job
process
are predetermined and saved in the database 24. Quality control parameters
310 are used to assess whether each step has been satisfactorily completed and
such parameters 310 are also saved in the database 24. The overall progress of
the job is further tagged with milestones representing a particular stage of a
given step in the job. When such milestones are reached, the monitoring
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
17
process 300 is notified. The monitoring process 300 identifies (312) the next
expected milestone according to the last known status of the job. If (314) the
milestone is indicative of the completion of the entire job process, the
monitoring
process 300 ends (316). If not, the process 300 proceeds to assess (318)
whether the timeline 308 and the quality control parameters 310 are being met
for that step. The management application 18 may prevent a step from being
marked as complete, implying that the participant responsible for that step
has
not completed their allotted task. In the event that the timeline 308 is not
met or
that the quality control parameters 310 have not been met or is at risk of not
being met for a given step, the party responsible for the delayed step may be
notified. Optionally other remedial action 320 is also taken, for example
recording demerits to the account of the participant, not allowing the step to
be
marked as complete, or expediting the timeline for subsequent process steps.
The monitoring process 300 iterates its process for each milestone associated
is with the job or within individual steps in the job.
Assignment of Sales Representative
Once the lead information 14 is received by the management application 18, the
management application 18 immediately assigns a particular sales
representative 26 to the lead. This may be accomplished using a sales
representative assignment module 32 of the management application 18. In one
embodiment illustrated in Fig. 7, where the retail store 12 is part of a
larger chain
or group, each retail store may be associated with a particular geographic
service
area and with one or more sales representatives 26a-26f within that geographic
service area.
The assignment of the particular sales representative 26 to the lead may be
based, at least in part, on one or more of the following criteria: (1) the
nature or
type of the job; (2) the location at which the job will be conducted; and (3)
the
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
18
identity and location of the particular retail store 12. In one embodiment,
the
particular sales representative 26 may be assigned to the lead because the
location for the job is within his or her service area and the nature of the
job is
one with which he or she is familiar.
Referring to Fig. 6, in assigning a sales representative, the lead information
14 is
first parsed (200) to determine the GPS coordinates of the intended job site,
to
determine (202) the store that generated the lead if applicable, and to
extract
(204) the type or nature of the job. Using the GPS coordinates of the job site
extracted in step 200, database 24 is consulted to determine (206) which
store's
region encompasses those coordinates.
For example, suppose that the retail store 12 is part of a chain of retail
stores (i.e.
retail stores 12a, 12b, 12c, each with their respective service areas), with
each of
the retail stores being associated with two sales representatives (i.e. sales
representatives 26a, 26b with retail store 12a, sales representatives 26c, 26d
is with retail store 12b, and sales representatives 26e, 26f with retail
store 12c). If
the customer 10 is interested in a door installation at his or her home, and
his or
her home is located within the service area of retail store 12b, the sales
representative assignment module 32 will assign either sales representative
26c
or 26d to the lead. If, for example, sales representative 26c is familiar with
windows installations and sales representative 26d is familiar with door
installations, then the sales representative assignment module 32 will assign
sales representative 26d to the lead.
In some circumstances, the identity of the particular retail store 12 may be
relevant to the assignment of the sales representative 26 if the location at
which
the job will be conducted is outside of the geographic service area of the
retail
store 12 at which the customer 10 initially attends.
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
19
For example, suppose that the customer 10 had originally attended at retail
store
12a (even though his or her home is located within the service area of retail
store
12b) and that retail store therefore generated the lead information 14. In
this
case, the sales representative 26 assigned to the lead may be associated with
the retail store 12 at which the customer 10 attended (i.e. retail store 12a,
even
though the location at which the job will be conducted is outside of the
geographic service area of retail store 12a). This may be because of sales
commission purposes (i.e. retail store 12a at which the customer 10 attended
would like to receive any sales commissions from the job even though the job
is
conducted outside of its geographic service area). The assignment module 32
determines (208) whether the store whose region encompasses the job site
coincides with the store that generated the lead information. If there is a
conflict,
an appropriate decision rule is applied (210) by the assignment module 32. The
appropriate sales representative is selected by consulting (212) the database
24
is for sales representatives that handle the type of job involved and that
qualify by
region in which the job is located.
Once the sales representative 26 has been assigned, the sales representative
assignment module 32 records (214) the assignment and identity of the sales
representative 26.
Scheduling of Appointment with Sales Representative
Once the sales representative assignment module 32 has assigned the
appropriate sales representative 26 to the lead, the management application 18
immediately proposes an appointment between the customer 10 and the sales
representative 26 at the location where the job is to be conducted. This may
be
done using a sales representative scheduling module 34 of the management
application 18.
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
Each sales representative 26 is preferably equipped with one of the portable
devices 28. Through the GUI 30, each of the sales representatives 26 is able
to
connect to the server 20 to access a sales representative portal 98. The sales
representative portal 98 may be a webpage that allows the sales representative
5 26 access to certain functionality relevant to the sales representative's
responsibilities in the job process (described below) through a web browser.
Preferably, the sales representative portal 98 requires the entry of a unique
username and password, which when entered by the sales representative 26, is
recognized by the server 20 and causes the server 20 to allow the display of
the
io sales representative portal 98 on the GUI 30.
When the sales representative 26 accesses the sales representative portal 98,
the sales representative 26 is given the opportunity to view a calendar 99
displaying his or her scheduled appointments. The information in the calendar
is
based, at least in part, on information generated by the sales representative
is scheduling module 34.
Each of the sales representatives 26 is associated with certain sales
scheduling
data that is accessible by the management application 18. The sales scheduling
data may comprise schedule information 106 and preferences information 108.
The schedule information 106 include the times and locations of already-
20 scheduled appointments and other times that the sales representative 26 is
not
available (e.g. holidays, vacations, off-work hours, etc.).
The schedule
information 106 may be stored in the database 24 or it may be stored by a
third-
party service (e.g. Google Calendar) that the management application 18 is
able
to access. Preferably, the sales representative 26 is also able to access and
edit
the schedule information 106 as needed (e.g. to enter in vacations, etc.). If
the
schedule information 106 is stored in the database 24, the sales
representative
26 may access and edit the schedule information 106 through the sales
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
21
representative portal 98. If the schedule information 106 is stored in a third-
party
service, the sales representative 26 may access and edit the schedule
information 106 either through the sales representative portal 98 or through
some
other suitable third-party application.
The preferences information 108 comprises information that may be specific for
each of the sales representatives 26. This may include information such as the
standard length of time for an appointment, the length of buffers between
appointments, etc. Preferably, the sales representative 26 is able to edit the
preferences information 108 through the sales representative portal 98.
When the new lead is received by the management application 18, and based in
part on the sales scheduling data for the sales representative 26, the sales
representative scheduling module 34 selects one or more possible times for the
appointment. In one embodiment, the sales representative scheduling module
34 selects three possible times.
is Preferably, when selecting the possible time(s), the sales representative
scheduling module 34 also takes into account the location of where the job is
to
be conducted and the locations of the already-scheduled appointments for the
sales representative 26.
In one embodiment, the sales representative scheduling module 34 is able to
access mapping information and predicted traffic data in order to determine
the
distances between the location of where the job is to be conducted and the
locations of the already-scheduled appointments. For example, this information
may be accessed using third-party sources (e.g. Google Maps). From this, the
sales representative scheduling module 34 is able to determine predicted
driving
times among those locations. This will ensure that the sales representative
scheduling module 34 does not select possible times for appointments that will
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
22
be impossible or very difficult for the sales representative 26 to conduct
(due to
the predicted driving times).
The sales representative scheduling module 34 may also take into account the
preferences information 108 (e.g. length of the appointment, buffers between
appointments, etc.) in selecting the possible times for appointments.
In another embodiment, the sales representative scheduling module 34 is able
to
access mapping information in order to determine the locations of the already-
scheduled appointments. From this, the sales representative scheduling module
34 will attempt to group appointments so that their respective locations are
closer
in proximity to each other. In order to do this, the sales representative
scheduling module 34 may not select a first available time for an appointment
even if the window of time is sufficient, if a second available time would
result in
a grouping of appointments with locations that are a certain proximity to each
other. In this manner, the sales representative scheduling module 34 is able
to
optimize the scheduling of appointments to reduce the amount of travel time
required of the sales representative 26.
For example, suppose the sales representative 26 is associated with two retail
stores 12a, 12b, with each of the retail stores 12a, 12b having their own
geographic service areas. Further suppose that the sales representative 26
already has a scheduled appointment with a first customer 10a in the
geographic
service area of retail store 12a at 2:00pm on a Monday.
If the sales
representative scheduling module 34 needs to schedule an appointment with a
second customer 10b in the geographic service area of retail store 12b, the
sales
representative scheduling module 34 will not select as possible appointments
11:00am or 5:00pm on Monday, even though there would be sufficient time for
those possible appointments.
Instead, the sales representative scheduling
module 34 may select as possible appointments 11:00am or 2:00pm on
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
23
Tuesday. Suppose that second customer 10b chooses 11:00am on Tuesday.
Now, if the sales representative scheduling module 34 needs to schedule an
appointment with a third customer 10c in the geographic service area of retail
store 12a, the sales representative scheduling module 34 will attempt to
optimize
the schedule by selecting as possible appointments 11:00am or 5:00pm on
Monday. In particular, the sales representative scheduling module 34 will
avoid
selecting as a possible appointment 2:00pm on Tuesday.
Whenever possible, the sales representative scheduling module 34 will attempt
to select possible appointments so as to cluster the locations of the
appointments
together.
Once the sales representative scheduling module 34 has selected one or more
possible times for the appointment, this is communicated to the customer 10.
This may be done through a sales appointment email that is automatically
generated by the management application 18. The sales appointment email may
also include the name and contact information for the sales representative 26.
The customer 10 is able to select one of the possible times in the sales
appointment email by clicking on an appropriate embedded link in the sales
appointment email. If none of the possible times are satisfactory to the
customer
10, the customer 10 may advise the sales representative scheduling module 34
by clicking on another one of the embedded links in the sales appointment
email.
In this case, the sales representative scheduling module 34 will, based on
similar
criteria as described above, select additional possible times for the
appointment
and send another sales appointment email to the customer 10.
Once the customer 10 has selected one of the possible times, the sales
representative scheduling module 34 updates the schedule information 106 for
the sales representative 26 to reflect the new appointment. The information
associated with the lead (e.g. the name of the customer 10, the location of
where
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
24
the job will be conducted, the nature of the job requested, etc.) is also part
of the
schedule information 106. Thereafter, the sales representative 26 will be able
to
view the new appointment (and his or her other already-scheduled appointments)
through the sales representative portal 98. The sales representative
scheduling
module 34 preferably also sends a confirmation email to the customer 10
confirming the appointment.
The Sales Appointment
When the sales representative 26 meets with the customer 10 at the scheduled
appointment, the sales representative 26 may enter the customer's name or
address through the GUI 30, which communicates the information to the
management application 18 on the server 20.
In one embodiment, the
management application 18 may be able to track the location of the device 28
carried by the sales representative 26 (e.g. using GPS antennae on the device
28) and may deduce which customer 10 is being visited by the sales
is representative 26, followed by a prompt to the GUI 30 requesting
confirmation
from the sales representative 28 that the appointment is being initiated with
the
customer 10.
The management application 18 can begin logging the contact with the customer
10 and track the progress of the lead through the interactions between the
device
28 and the server 20. The management application 18 also correlates the
information supplied by the inputs of the sales representative 26 through the
GUI
to a particular lead.
A presentation module 40 may be run by the sales representative 26 to provide
to the customer 10 an audiovisual outline of the installation process and may
25 include promotional material relating to the home installation services
company
or the entity on whose behalf the home installation services company is acting
(e.g. the retail store 12 that generated the lead). In one embodiment, the
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
presentation module 40 also includes a prompt for entering the name or address
of the customer 10, which may be used as the triggering event for the
establishment of a session with the management application 18.
The sales representative 26 may initiate the presentation module 40 for
viewing
5 by the customer 10 through the GUI 30 on the device 28. The presentation
module 40 includes an audiovisual introduction to the installation service
supplier's services and quality of service and an outline of the sales and
installation process that the customer 10 is about to undertake.
The presentation module 40 may include a menu of the general types of
10 installation projects for selection by the sales representative 26. Each
menu item
further presents the customer 10 with an audiovisual outline of the general
types
of options available for the particular job that the customer 10 has in mind.
This
serves to narrow the specifications and parameters of the job. Each of the
selections is communicated to the management application 18, thereby informing
15 the management application 18 of further particulars of the type of job
involved.
The management application 18 may correlate such selection with the type of
job
recorded in the database 24, generating a verification prompt to the GUI 30 in
the
event of a discrepancy.
The contents of the presentation module 40 may be preloaded in memory on the
20 device 28, with automatic updating of the content the management
application 18
whenever the device 28 initiates a communication session with the server 20.
As
each session is initiated, the management application 18 polls the device 28
to
determine the currency of the contents of the presentation module 40 that is
loaded on the device 28 and downloads any updated version as may be
25 required. Alternatively, the contents of the presentation module 40 may be
entirely downloaded interactively in real-time from the management application
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
26
18, obviating the need to store the contents locally on the device 28 and
avoiding
the need to update locally-stored content on the device 28.
After discussion and refinement of the installation needs of the customer 10,
the
sales representative 26 causes the management application 18 to run a
catalogue module 42, the contents of which the management application 18
displays on the GUI 30 on the device 28. The catalogue module 42 displays and
demonstrates to the customer 10 potential products available for installation.
The GUI 30 preferably presents a menu of possible product vendors available
for
the job. Selection of a given vendor triggers the opening of that vendor's
catalogue of products.
The catalogues of vendor products that are presented by the catalogue module
42 are maintained current by the management application 18, the management
application 18 determining from the device 28 which editions of the catalogues
are currently saved on the device 28 and downloading updates as needed. Such
updating of the catalogues may be performed any time the device 28 is in
communication with the server 20, but according to the preferred embodiment,
the updating is performed seamlessly at the initiation of each session with
customers 10. Reference prices associated with the catalogue items, if
available, are similarly updated and maintained current by management
application 18. Alternatively, as in the case of the content of the
presentation
module 40, the content of the catalogue module 42 may be entirely downloaded
interactively in real time from the server 20 in an ASP model, obviating the
need
to store the content locally on device 28 and avoiding the need to update
locally-
stored content on the device 28.
In some cases, the individual vendor catalogues are maintained only on third-
party vendor servers 44, and that may require certain applications to be run
in
order to access the catalogues. For example, where the pricing of a product is
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
27
variable and dependent on product specifications, as is the case for windows
and
doors, the price cannot reasonably be determined until the product
specifications
are provided as prompted by a vendor quotation engine on the vendor servers
44. In such cases, the applications required to access the vendor catalogues
are
run on server 20 by the management application 18, and the resulting pages are
served up to the GUI 30 on the device 28 by the management application 18.
This arrangement allows the device 28 to access the catalogues of various
vendors without requiring the vendor software to be loaded directly onto each
of
the devices 28. It also allows updates to the vendor software to be made at a
single location, namely at the server 20 for effective access by all devices
28 that
may be associated with the server 20.
Alternatively, the vendor software application may be made available to the
device 28 and loaded on the device 28, in which case the device 28 runs the
application with the management application 18 acting as the server, with the
is management application 18 providing network 22 access facilities to the
vendor
servers 44.
The sales representative 26 and the customer 10 are able to identify candidate
product and materials options for the job, which are saved on the device 28
and
are communicated to the management application 18. Once the customer 10
has settled on a particular suite of products for the job, the sales
representative
26 tags the products through the catalogue module 42, the product selections
being communicated to management application 18.
Generating a Quotation
The management application 18 uses a quotation module 48 to generate one or
more quotations 50 for the customer 10 based on the products chosen by the
customer 10 for the job. The quotation module 48 may be accessed through a
quotation portal 105. The quotation portal 105 may be a webpage that allows
the
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
28
sales representative 26 access to various functionality (described below).
Preferably, the quotation portal 105 requires the entry of a unique username
and
password, which when entered by the sales representative 26, is recognized by
the server 20 and causes the server 20 to allow the display of the quotation
portal 105 on the GUI 30.
The management application 18 may prompt the sales representative 26 to
initialize the quotation portal 105 during the appointment. Alternatively, the
sales
representative 26 may choose to initialize the quotation portal 105 at an
appropriate time.
Once the quotation portal 105 has been initialized on the GUI 30, the
quotation
portal 105 may prompt the sales representative 26 to search for a particular
lead.
The sales representative 26 may do so by inputting an identifier (e.g. a
numeric
identifier) for the lead of interest. The quotation module 48 may then
retrieve the
information associated with the lead from the database 24.
is The quotation portal 105 displays on the GUI 30 a number of parameters with
respect to the lead. Some of the parameters may already be prepopulated
based on data regarding the lead that is already in the database 24 (e.g. the
name of the customer 10, the location of the job, the identity of the retail
store 12,
etc.). Other parameters will need to be entered by the sales representative 26
in
order for the quotation 50 to be as accurate as possible. Some of the
parameters may be mandatory (e.g. dimensions of a door), while others may be
optional (e.g. colours, in some instances).
The quotation module 48 ensures that all of the mandatory parameters are
entered before the quotation 50 can be generated. If one or more mandatory
parameters are not entered by the sales representative 26, the quotation
portal
105 prompts the sales representative 26 to enter the missing mandatory
parameter(s).
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
29
In one embodiment, the quotation portal 105 may also have the ability to
display
on the GUI 30 a drawing page to allow the sales representative 26 and/or the
customer 10 to draw sketches of the job (e.g. doors, windows, etc.).
In another embodiment, the quotation module 48 performs some preliminary
verification on the parameters entered by the sales representative 26 to
ensure
that the parameters fall within conventional ranges. The quotation module 48
may access data in the database 24 to compare whether the parameters entered
by the sales representative 26 fall within conventional ranges. For example,
if
the sales representative 26 enters "24 inches" as the width of a door, the
quotation module 48 may provide an alert (e.g. through the quotation portal
105)
that the inputted width is outside the conventional range for a door. The
quotation portal 105 may then prompt the sales representative 26 to confirm
that
the parameter is correct.
Once the sales representative 26 has entered all of the necessary mandatory
is parameters, the quotation module 48 is able to generate the quotation 50.
In
order to do so, the quotation module 48 may need to access pricing data 52.
The pricing data 52 may comprise information such as vendor price lists,
current
promotions, current discounts, etc. The pricing data 52 may be located locally
on
the server 20 in the database 24. Alternatively, the quotation module 48 may
need to communicate with the third-party vendor servers 44 in order to access
the pricing data 52.
Based, at least in part, on the pricing data 52, the quotation module 48
generates
the quotation 50 for the job. The quotation 50 preferably is in the form of an
electronic document that includes appropriate logos, trademarks, letterhead,
and
entries identifying the customer 10, the job, and other pertinent information.
The
quotation 50 is displayed on the GUI 30 for review by the customer 10 and the
sales representative 26. The quotation 50 may also be sent by email by the
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
quotation module 48 to the customer 10. The quotation 50 preferably displays a
price breakdown for the various products, the labour associated with the job,
any
other incidental fees, and applicable taxes. In addition, the quotation 50 may
also display and take into account any current promotions or discounts that
are
5 applicable to the job. In another embodiment, the quotation 50 may also
display
any financing options that are available for the payment for the job.
A copy of the quotation 50 is also saved by the management application 18 in
the
database 24 and associated with the particular lead.
In addition, the
management application 18 updates the status of the lead to indicate that the
10 quotation 50 has been given.
Creating the Contract
Once the quotation 50 has been generated and provided to the customer 10, the
customer 10 may decide to proceed with the job. For example, the customer 10
may decide at the sales appointment to proceed with the job. Alternatively,
the
is customer 10 may wish to consider the quotation 50 further and adjourn
the sales
appointment. If the customer 10 decides to adjourn the sales appointment, the
sales representative 26 is able to record this through the GUI 30. This is
communicated to the management application 18, which updates the lead to
reflect that the customer 10 is considering the quotation 50. In one
embodiment,
20 the management application 18 is configured to cause the sales
representative
scheduling module 34 to generate a reminder for the sales representative 26 to
contact the customer 10 to follow up after a set amount of time. This reminder
may be in the form of a message that is displayed on the GUI 30 when the set
amount of time has elapsed.
25 If the customer 10 decides to proceed with the job (i.e. accepts the
quotation 50),
he or she may do so by advising the sales representative 26 accordingly. The
sales representative 26 can record this through the GUI 30, which is then
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
31
communicated to the management application 18. Alternatively, the customer 10
may signal acceptance of the quotation 50 using the email sent by the
quotation
module 48 containing the quotation 50. In this embodiment, the email
containing
the quotation 50 includes a hyperlink, comprising an identifier, for accessing
the
server 20. The identifier is also associated with a particular lead. The
hyperlink
is preferably labelled with text to indicate to the customer 10 that clicking
on the
hyperlink is an indication that the customer 10 wishes to accept the quotation
50.
When the customer 10 clicks on the hyperlink in the email, the server 20 is
able
to recognize the identifier and passes it to the management application 18,
which
is able to match it with the appropriate lead.
The management application 18 updates the lead to reflect that the customer 10
has accepted the quotation 50.
The management application 18 uses a contract module 54 to generate a
contract 56. In one embodiment, the contract module 54 may also be accessed
is through the quotation portal 105. This would allow the sales
representative 26 to
use the quotation portal 105 to generate both the quotation 50 and the
contract
56. For example, in this embodiment, the quotation portal 105 would prompt the
sales representative 26 to cause the contract module 54 to retrieve the
quotation
50 from the database 24.
Based on the quotation 50, the contract module 54 generates the contract 56.
The contract 56 preferably is in the form of an electronic document that
includes
appropriate logos, trademarks, letterhead, and entries identifying the
customer
10, the job, and other pertinent information (including any applicable
contractual
terms).
If the sales representative 26 is present with the customer 10, the contract
56
may be displayed on the GUI 30 for review by the customer 10 and the sales
representative 26. Alternatively, the contract 56 may also be sent by email by
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
32
the contract module 54 to the customer 10. A copy of the contract 56 is also
saved by the management application 18 in the database 24 and associated with
the particular lead.
If the sales representative 26 is present with the customer 10 when the
contract
56 is presented to the customer 10, the customer 10 may be invited to sign the
contract 56 at that time. For example, the GUI 30 may be configured to allow
for
the input of a signature (e.g. by touch input) by the customer 10.
Alternatively, if
the customer receives the contract 56 by email, he or she may be invited to
return an executed copy of the contract 56 by email. The executed copy of the
contract 56 is transmitted to the server 20 and processed by the management
application 18. An executed copy of the contract 56 may be saved by the
management application 18 in the database 24 and associated with the
particular
lead.
If the customer 10 decides not to proceed with the job, he or she may do so by
is advising the sales representative 26 accordingly. The sales representative
26
can record this through the GUI 30, which is then communicated to the
management application 18. The management application 18 records that the
quotation 50 was not accepted by the customer 10 and proceeds to terminate the
particular lead. A customer survey may be transmitted to the customer 10 by
the
management application 18 for feedback by the customer 10.
Processing Payment
Once the contract 56 has been executed, the management application 18 uses a
payment module 58 to process and receive payment from the customer 10. The
payment module 58 generates an invoice 60 that is transmitted to the device
28.
The invoice 60 may also be sent by the payment module 58 to the customer 10
by email. The invoice 60 preferably displays the amount of payment from the
customer 10 necessary to proceed with the job. This may represent an initial
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
33
deposit or may represent the full cost of the contract 56, depending on the
payment policies configured in the management application 18. A copy of the
invoice 60 may be saved by the management application 18 in the database 24
and associated with the particular lead.
If the sales representative 26 is present with the customer 10, the sales
representative 26 can use the GUI 30 to process payment. The GUI 30 may be
configured to display the invoice 60 and to allow for the input by the sales
representative 26 of payment information (e.g. credit card information, etc.).
Alternatively, the customer 10 may be directed to a website that allows for
the
customer 10 to enter payment information. The website may also allow the
customer 10 to pay using financing options as well.
Once payment has been processed by the payment module 58, the payment
module 58 may also credit the sales representative 26 with the appropriate
commissions. The management application 18 may also update the status of the
lead to reflect that payment has been processed.
Assigning a Project Coordinator
The management application 18 uses a project coordinator assignment module
62 to assign a project coordinator 64 to the lead. The project coordinator 64
is
the person responsible for overseeing the overall progress of the job and of
resolving any problems that arise.
Each project coordinator 64 is preferably also equipped with one of the
portable
devices 28. Through the GUI 30, each of the project coordinators 64 is able to
connect to the server 20 to access a project coordinator portal 100. The
project
coordinator portal 100 may be a webpage that allows the project coordinator 64
access to various functionality (described below) through a web browser.
Preferably, the project coordinator portal 100 requires the entry of a unique
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
34
username and password, which when entered by the project coordinator 64, is
recognized by the server 20 and causes the server 20 to allow the display of
the
project coordinator portal 100 on the GUI 30.
The assignment of the particular project coordinator 64 to the job may be
based
on one or more of the following criteria: (1) the nature of the job; and (2)
the
location at which the job will be conducted.
Once the project coordinator 64 has been assigned by the project coordinator
assignment module 62, the job is updated to record the assignment of the
project
coordinator 64.
Alternatively, the sales representative 26 may also manually assign the
project
coordinator 64 through the sales representative portal 98.
The project coordinator assignment module 62 may also transmit an email to the
customer 10 informing the customer 10 of the assignment and identity of the
project coordinator 64.
Scheduling of Re-measure Contractor
For certain types of jobs, it may be necessary to arrange for a re-measuring
or
review of the dimensions and parameters for the job by a re-measure contractor
66. For these types of jobs, the management application 18 will prompt the
project coordinator 64 (such as through the project coordinator portal 100)
that a
re-measure is required. The management application 18 may use a re-measure
module 68 to assign the appropriate re-measure contractor 66 to the job. This
assignment of the particular re-measure contractor 66 to the job may be based
on one or more of the following criteria: (1) the nature of the job; and (2)
the
location at which the job will be conducted. Alternatively, the project
coordinator
64 may manually select the particular re-measure contractor 66. In any event,
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
the job is updated to record the assignment of the re-measure contractor 66
(if
necessary).
Each re-measure contractor 66 is preferably also equipped with one of the
portable devices 28. Through the GUI 30, each of the re-measure contractors 66
5 is able to connect to the server 20 to access a re-measure contractor
portal 102.
The re-measure contractor portal 102 may be a webpage that allows the re-
measure contractor 66 access to various functionality (described below)
through
a web browser. Preferably, the re-measure contractor portal 102 requires the
entry of a unique username and password, which when entered by the re-
m, measure contractor 66, is recognized by the server 20 and causes the
server 20
to allow the display of the re-measure contractor portal 102 on the GUI 30.
Once the re-measure contractor 66 has been assigned, the re-measure module
68 will attempt to arrange an appointment between the re-measure contractor 66
and the customer 10.
is Each of the re-measure contractors 66 is associated with certain re-measure
scheduling data 70 that is accessible by the management application 18. The re-
measure scheduling data 70 may comprise re-measure schedule information 110
and re-measure preferences information 112.
The re-measure schedule information 110 may include the times and locations of
20 already-scheduled re-measure appointments and other times that the re-
measure contractor 66 is not available (e.g. holidays, work hours, etc.). The
re-
measure schedule information 110 may be stored in the database 24 or it may be
stored by a third-party service (e.g. Google Calendar) that the management
application 18 is able to access. Preferably, the re-measure contractor 66 is
also
25 able to access and edit the re-measure schedule information 110 as
needed (e.g.
to enter in vacations, other appointments, etc.). If the re-measure schedule
information 110 is stored in the database 24, the re-measure contractor 66 may
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
36
access and edit the re-measure schedule information 110 through the re-
measure contractor portal 102. If the re-measure schedule information 110 is
stored in a third-party service, the re-measure contractor 66 may access and
edit
the re-measure schedule information 110 either through the re-measure
contractor portal 102 or through some other suitable third-party application.
The re-measure preferences information 112 comprises information that may be
specific for each of the re-measure contractors 66. This may include
information
such as the standard length of time for a re-measure, length of buffers
between
re-measure appointments, etc. Preferably, the re-measure contractors 66 is
able
to edit the re-measure preferences information 112 through the re-measure
contractor portal 102.
Based in part on the re-measure scheduling data 70 for the re-measure
contractor 66, the re-measure module 68 selects one or more possible times for
the re-measure appointment. In one embodiment, when selecting the possible
is time(s), the re-measure module 68 also takes into account the location
of where
the re-measure is to be conducted and the locations of the already-scheduled
appointments for the re-measure contractor 66.
In one embodiment, the re-measure module 68 is able to access mapping
information and predicted traffic data in order to determine the distances
between
location of where the re-measure is to be conducted and the locations of the
already-scheduled appointments. From this, the re-measure module 68 is able
to determine predicted driving times among those locations. This will ensure
that
the re-measure module 68 does not select possible times for re-measure
appointments that will be impossible or very difficult for the re-measure
contractor
66 to conduct (due to the predicted driving times).
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
37
Once the re-measure module 68 has selected one or more possible times for the
re-measure, this is communicated to the customer 10. This may be done by an
email from, or by telephone with, the project coordinator 64.
The customer 10 is able to select one of the possible times. In the case where
the one or more possible times are sent by email to the customer 10, the
customer 10 can select one of the possible times by clicking on an appropriate
embedded link in the email. If none of the possible times are satisfactory to
the
customer 10, the customer 10 may advise the re-measure module 68 by clicking
on another one of the embedded links in the email. In this case, the re-
measure
module 68 will, based on similar criteria as described above, select
additional
possible times for the re-measure and send another email to the customer 10.
Once the customer 10 has selected one of the possible times, the re-measure
module 68 updates the re-measure schedule information 110 for the re-measure
contractor 66 to reflect the new appointment. The information associated with
is the job (e.g. the name of the customer 10, the location of where the job
will be
conducted, the nature of the job requested, etc.) is also part of the re-
measure
schedule information 110. Thereafter, the re-measure contractor 66 will be
able
to view the new appointment (and his or her other already-scheduled
appointments) through the re-measure contractor portal 102. The re-measure
module 68 preferably also sends a confirmation email to the customer 10
confirming the re-measure appointment.
The Re-measure Appointment
When the re-measure contractor 66 meets with the customer 10 at the scheduled
appointment, the re-measure contractor 66 may enter the customer's name or
address using the re-measure contractor portal 102, which communicates the
information to the management application 18 on the server 20. In one
embodiment, the management application 18 may be able to track the location of
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
38
the device 28 carried by the re-measure contractor 66 (e.g. using GPS antennae
on the device 28) and may deduce which customer 10 is being visited by the re-
measure contractor 66, followed by a prompt by the re-measure contractor
portal
102 requesting confirmation from the re-measure contractor 66 that the
appointment is being initiated with the customer 10.
During the re-measure appointment, the re-measure contractor 66 is able to
access information and documents related to the job through the re-measure
contractor portal 102. For example, the re-measure contractor 66 is able to
retrieve and view documents such as the quotation 50 and the contract 56 by
requesting that the re-measure module 68 access those documents from the
server 20 and display them using the re-measure contractor portal 102.
Through the re-measure contractor portal 102, the re-measure contractor 66 is
able to view the information entered by the sales representative 26 with
respect
to the dimensions and parameters for the job. The re-measure contractor 66 is
then able to confirm that the dimensions and parameters for the job are
accurate.
If they are accurate, the re-measure contractor 66 is able to record this
through
the re-measure contractor portal 102. This information is preferably stored in
the
database 24 and associated with the appropriate job.
The re-measure contractor portal 102 is used to compare the dimensions and
parameters that are recorded for the installation with templates and according
to
rules and formulae for the nature of the installation. For example if the
contractor
records door dimensions as 2 feet wide and 7 feet high, a rule or formula
comparison undertaken by the application 18 may determine that the dimensions
are not feasible for a human causing the application to prompt the contractor
through the portal 102. The application 18 may also interactively prompt the
contractor as required to avoid overlooking pertinent factors, such as whether
a
window frame has rotted. If there are problems or inconsistencies with the
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
39
dimensions and parameters for the job or there are other issues with the job
uncovered by the re-measure contractor 66, the re-measure contractor 66 is
able
to record these differences or issues using the re-measure contractor portal
102.
The re-measure contractor portal 102 may prompt the re-measure contractor 66
to confirm any similarities and/or differences between the information
recorded
by the sales representative 26 and the re-measure contractor 66.
The re-measure contractor portal 102 may also allow the re-measure contractor
66 to upload any documents and/or photographs, which are then transmitted to
the server 20 for storage in the database 24 and associated with the job.
Based on the similarities and/or differences recorded by the re-measure
contractor 66, the re-measure module 68 makes a determination as to whether
the quotation 50 and the contract 56 are still valid. This determination may
be
based, at least in part, on one or more of the following criteria: (1) whether
the
amount of material required for the job is still adequate; (2) whether there
are
is structural issues not recorded by the sales representative 26; and (3)
whether
there are changes to the scope and/or parameters of the job.
Alternatively, the project coordinator 64 may manually review, using the
project
coordinator portal 100, the similarities and/or differences recorded by the re-
measure coordinator 66 and provide a determination as to whether the quotation
50 and the contract 56 are still valid.
If the quotation 50 and the contract 56 are determined to be no longer valid,
the
management application 18 will alert the project coordinator 64.
The
management application 18 may also alert the sales representative 26, who may
need to contact the customer 10 to discuss any possible changes. The
management application 18 may cause one or more of the following modules to
run again in order to resolve the matter: the sales representative scheduling
module 34 (to schedule another appointment with the sales representative 26);
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
the presentation module 40 (to display to the customer 10 any revised options
for
the job); the catalogue module 42 (to display to the customer 10 the
catalogues
of vendor products); the quotation module 48 (to generate a revised
quotation);
the contract module 54 (to generate a revised contract); and/or the payment
5 module 58 (to process any additional payment). Any revised quotation and/or
revised contract may also be stored in the database 26 and associated with the
job for future retrieval by the management application 18.
Ordering of Materials
If the quotation 50 (or the revised quotation) is ready to proceed, the
10 management application 18 uses an ordering module 76 to facilitate the
ordering
of the required materials for the job.
The management application 18
communicates the quotation 50 (or the revised quotation) to one or more
ordering personnel 78, who will place the appropriate order(s) with the third-
party
vendor servers 44. The quotation 50 (or the revised quotation) preferably
is contains all of the information required by the ordering personnel 78 to
place the
orders (i.e. the amounts and identity of the materials required for the job).
Once the ordering personnel 78 has placed the orders, the ordering personnel
78
is able to input to the ordering module 76 the details of the orders, which
can
then be stored in the database 24. In particular, the ordering personnel 78 is
20 able to input to the ordering module 76 the estimated delivery dates for
each of
the orders.
If there are any problems with the orders with the third-party vendor servers
44,
the ordering personnel 78 can record this into the ordering module 76, which
in
turn will alert the project coordinator 64.
25 Scheduling of Installation
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
41
The management application 18 uses an installer scheduling module 80 to
arrange for the installation by an installer 82. The installer scheduling
module 80
must first assign the appropriate installer 82 to the job. This assignment may
be
done immediately after the ordering personnel 78 has recorded the details of
the
orders with the vendors. Alternatively, this assignment may be done closer to
the
estimated delivery dates for the orders.
The assignment of the particular installer 82 to the job may be based on one
or
more of the following criteria: (1) the nature of the job; and (2) the
location at
which the job will be conducted. Alternatively, the project coordinator 64 may
manually select the particular installer 82. In any event, the job is updated
to
record the assignment of the installer 82.
Each installer 82 is preferably also equipped with one of the portable
wireless
communication-enabled devices 28. Through the GUI 30, each of the installers
82 is able to connect to the server 20 to access an installer portal 104. The
installer portal 104 may be a webpage that allows the installer 82 access to
various functionality (described below).
Preferably, the installer portal 104
requires the entry of a unique username and password, which when entered by
the installer 82, is recognized by the server 20 and causes the server 20 to
allow
the display of the installer portal 104 on the GUI 30.
In one embodiment, the installer portal 104 is identical to the re-measure
contractor portal 102 such that both the installer 82 and the re-measure
contractor 66 are able to use the same portal.
Once the installer 82 has been assigned, the installer scheduling module 80
will
attempt to arrange a date for the installation between the installer 80 and
the
customer 10.
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
42
Each of the installers 82 is associated with certain installer scheduling data
that
is accessible by the management application 18. The installer scheduling data
may comprise installer schedule information 114 and installer preferences
information 116.
The installer schedule information 114 may include the times and locations of
already-scheduled installations and other times that installer 82 is not
available
(e.g. holidays, work hours, etc.). The installer schedule information 114 may
be
stored in the database 24 or it may be stored by a third-party service (e.g.
Google Calendar) that the management application 18 is able to access.
Preferably, the installer 82 is also able to access and edit the installer
schedule
information 114 as needed (e.g. to enter in vacations, other appointments,
etc.).
If the installer schedule information 114 is stored in the database 24, the
installer
82 may access and edit the installer schedule information 114 through the
installer portal 104. If the installer schedule information 114 is stored in a
third-
is party service, the installer 82 may access and edit the installer
schedule
information 114 either through the installer portal 104 or through some other
suitable third-party application.
The installer preferences information 116 comprises information that may be
specific for each of the installers 82. This may include information such as
the
standard length of time for an installation, length of buffers between
installations,
etc. Preferably, the installer 82 is able to edit the installer
preferences
information 116 through the installer portal 104.
Based in part on the installer scheduling data for the installer 82, the
installer
scheduling module 80 selects one or more possible times for the installation.
In
one embodiment, when selecting the possible time(s), the installer scheduling
module 80 also takes into account the location of where the installation is to
be
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
43
conducted and the locations of the already-scheduled installations for the
installer 82.
In one embodiment, the installer scheduling module 80 is able to access
mapping information and predicted traffic data in order to determine the
distances between location of where the installation is to be conducted and
the
locations of the already-scheduled installations.
From this, the installer
scheduling module 80 is able to determine predicted driving times among those
locations. This will ensure that the installer scheduling module 80 does not
select possible times for installations that will be impossible or very
difficult for
the installer 82 to conduct (due to the predicted driving times).
Once the installer scheduling module 80 has selected one or more possible
times
for the installation, this is communicated to the customer 10. This may be
done
by an email from, or by telephone with, the project coordinator 64.
The customer 10 is able to select one of the possible times. In the case where
is the one or more possible times are sent by email to the customer 10, the
customer 10 can select one of the possible times by clicking on an appropriate
embedded link in the email. If none of the possible times are satisfactory to
the
customer 10, the customer 10 may advise the installer scheduling module 80 by
clicking on another one of the embedded links in the email. In this case, the
installer scheduling module 80 will, based on similar criteria as described
above,
select additional possible times for the installation and send another email
to the
customer 10.
Once the customer 10 has selected one of the possible times, the installer
scheduling module 80 updates the installer schedule information 114 for the
installer 82 to reflect the new installation. The information associated with
the job
(e.g. the name of the customer 10, the location of where the job will be
conducted, the nature of the job requested, etc.) is also part of the
installer
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
44
schedule information 114. Thereafter, the installer 82 will be able to view
the
new installation (and his or her other already-scheduled appointments) through
the installer portal 104. The installer scheduling module 80 preferably also
sends
a confirmation email to the customer 10 confirming the installation.
The Installation
When the installer 82 meets with the customer 10 at the scheduled appointment,
the installer 82 may enter the customer's name or address using the installer
portal 104, which communicates the information to the management application
18 on the server 20. In one embodiment, the management application 18 may
be able to track the location of the device 28 carried by the installer 82
(e.g. using
GPS antennae on the device 28) and may deduce which customer 10 is being
visited by the installer 82, followed by a prompt by the installer portal 104
requesting confirmation from the installer 82 that the appointment is being
initiated with the customer 10.
is The management application 18 causes an installation module 90 to be
executed. During the installation, the installer 82 is able to access
information
and documents related to the job through the installer portal 104. For
example,
the installer 82 is able to retrieve and view documents such as the quotation
50
and the contract 56 by requesting that the installation module 90 access those
documents from the server 20 and display them using the installer portal 104.
The installer 82 is also able to view any notes or comments (if any) made by
the
re-measure contractor 66 during the re-measure (if any).
The installer 82 is then able to proceed with performing the job. The
installation
module 90 may provide prompts to the installer 82 through the installer portal
104
during various stages of the installation. For example, the installation
module 90
may prompt the installer 82 to take photographs before and after the
installation.
Such photographs may be uploaded using the installer portal 104 to the server
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
20 for storage in the database 24. The installer 82 may also input through the
installer portal 104 any notes or comments regarding the installation for
transmittal to the installation module 90.
Once the installation has been completed, the installer 82 can communicate
this
5 using the installer portal 104 to the installation module 90. The
installation
module 90 can then update the job to reflect the new status. The installation
module 90 will then prompt, through the installer portal 104, the installer 82
to
initiate a walkthrough of the job with the customer 10. The installer portal
104 will
display on the GUI 30 a checklist that the customer 10 can acknowledge (such
10 as through an electronic signature) that certain elements of the job have
been
completed.
Preferably, the installation module 90 will also cause the installer portal
104 to
display on the GUI 30 a warranty activation document 86. The warranty
activation document 86 indicates that the job has been completed to the
15 satisfaction of the customer 10. The installation module 90 will prompt the
installer 82 to request that the customer 10 sign (such as through an
electronic
signature) the warranty activation document 86. The executed copy of the
warranty activation document 86 may be transmitted to the installation module
90
from the device 28 and stored in the database 24.
20 .. Jobsite Inspections
Once the installation has been scheduled, the management application 18 will
use an inspection module 92 to assign one or more inspection supervisors 88 to
the job. Each of the inspection supervisors 88 is preferably also equipped
with
one of the portable wireless communication-enabled devices 28. The inspection
25 supervisor 88 is tasked with visiting the sites for each of the jobs and
with
providing an assessment of the job.
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
46
The inspection module 92 may provide to the device 28 the name of the
customer 10 to which he or she has been assigned, along with the location of
the
job. This information may be displayed on the GUI 30. The inspection visit may
be scheduled using the scheduling facility of the management application 18.
When the inspection supervisor 88 arrives at the site of the job, the
installer 82
may enter the customer's name or address through the GUI 30, which
communicates the information to the inspection module 92 on the server 20. In
one embodiment, the inspection module 92 may be able to track the location of
the device 28 carried by the inspection supervisor 88 (e.g. using GPS antennae
on the device 28) and may deduce which customer 10 is being visited by the
inspection supervisor 88, followed by a prompt to the GUI 30 requesting
confirmation from the inspection supervisor 88 regarding the identity of the
customer 10.
As the inspection supervisor 88 conducts his or her inspection of the location
of
is the job, the GUI 30 may prompt the inspection supervisor 88 to provide
certain
information or input to the inspection module 90. For example, the GUI 30 may
prompt the inspection supervisor 88 to provide photographs of the job and/or
an
assessment of the state of completion of the job. This information may be
transmitted to the inspection module 90 for storage in the database 24.
The information transmitted to the inspection module 90 by the inspection
supervisor 88 may be later viewed by the project coordinator 64 through the
GUI
on the device 28 carried by the project coordinator 64. Based on that
information, the project coordinator 64 may take any appropriate action
necessary.
25 Customer Survey
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
47
Once the executed copy of the warranty activation document 86 has received by
the management application 18, the management application 18 may use the
payment module 58 to process any remaining payments required for the job.
In addition, the management application 18 uses a survey module 94 to generate
a survey that is transmitted to the customer 10, preferably by email.
Alternatively, the survey module 94 may transmit an email to the customer 10
with a hyperlink, comprising an identifier, for accessing the server 20. The
identifier is also associated with the survey. When the customer 10 clicks on
the
hyperlink in the email, the server 20 is able to recognize the identifier and
passes
it to the survey module 94. The survey module 94 is then able to cause the
appropriate survey to be displayed to the customer 10 for completion. The
survey may be tailored to the type of job performed by the installer 82 and
allows
for the customer 10 to provide feedback on various aspects of the job.
Sample Process Flows
is Referring to Figs. 10A to 10G, a sample process flow for the present
invention is
depicted. The process begins when the customer 10 expresses interest in the
job, such as by attending (500) at the retail store 12, accessing (502) a
website
maintained by the retail store 12, or telephoning (504) the retail store 12.
The
initial lead information 14 is received by the retail store 12 and may be
communicated (506) to the third-party server 16. The initial lead information
14
is communicated (508) to the management application 18 on the server 20.
The management application 18, using the sales representative assignment
module 32 assigns (510) the sales representative 26 to the lead, based on the
criteria described above. The sales representative scheduling module 34 will
then select (512) possible times for the appointment between the sales
representative 26 and the customer 10, based on the criteria described above.
The sales representative scheduling module 34 will then send (514) an email to
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
48
the customer 10 listing the possible times. The customer 10 can then either
decide (516) to select one of the proposed times or indicate that none of the
proposed times are acceptable. If the customer 10 indicates that none of the
proposed times are acceptable, the sales representative scheduling module 34
will select alternate possible times.
If the customer 10 selects one of the possible times, the sales representative
scheduling module 34 records (518) the appointment in the calendar 99
associated with the sales representative 26. An email indicating the time of
the
appointment is also sent (520) to the customer 10.
At the agreed-upon time, the sales representative 26 attends (522) at the
appointment. The management application 18, through the quotation module 48,
prompts the sales representative 26 to enter (524) the required information
and
parameters for the job. The management application 18 conducts a preliminary
verification to ensure that the information and parameters entered are valid.
is From the information entered by the sales representative 26, the quotation
module 48 is able to generate (526) the quotation 50.
The quotation 50 is presented to the customer 10 for acceptance (528). If the
quotation 50 is not accepted, the job is cancelled (530). A customer survey is
transmitted (532) to the customer 10, and the process ends (534).
If the quotation 50 is accepted, the contract module 54 generates (536) the
contract 56. The contract 56 is presented to the customer 10 for execution
(538).
Once executed, the payment module 58 processes and receives (540) any
necessary payment from the customer 10. Any commissions payable to the
sales representative 26 are released (542) at this time.
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
49
The project coordinator assignment module 62 assigns (544) the project
coordinator 64 to the job. Preferably, an email is sent (546) to the customer
10
advising the customer 10 of the identity of the project coordinator 64.
Depending on the type of job ordered, the management application 18
determines (548) whether a re-measure is required. If a re-measure is
required,
the re-measure module 68 assigns (550) the re-measure contractor 66 that will
conduct the re-measure. The re-measure module 68 selects (552) possible
times for the re-measure, based on the criteria described above. The re-
measure module 68 will then send (554) an email to the customer 10 listing the
possible times. The customer 10 can then either decide (556) to select one of
the proposed times or indicate that none of the proposed times are acceptable.
If
the customer 10 indicates that none of the proposed times are acceptable, the
re-measure module 68 will select alternate possible times.
If the customer 10 selects one of the possible times, the re-measure module 68
records (558) the appointment in the calendar 99 associated with the re-
measure
contractor 66. An email indicating the time of the re-measure is also sent
(560)
to the customer 10.
At the agreed-upon time, the re-measure contractor 66 attends (562) at the re-
measure. The management application 18, through the re-measure module 68
prompts the re-measure contractor 66 to record (564) the necessary re-measure
information and parameters for the job. The management application 18 may
also conduct a preliminary verification to ensure that the information and
parameters entered are valid.
Based on the information entered by the re-measure contractor 66, the
management application 18 determines (566) whether there are sufficient
discrepancies between the information recorded by the sales representative 26
and the information recorded by the re-measure contractor 66 to generate a
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
warning. If there are sufficient discrepancies, the re-measure module 68
alerts
(568) the project coordinator 64.
The re-measure module 68 may also determine (570) whether the quotation 50 is
still valid. If the quotation 50 is no longer valid, the re-measure module 68
will
5 prompt (572) the sales representative 26 to follow-up. The sales
representative
26, after consulting with the customer 10, will indicate (574) whether a
change
order is required. If a change order is required, the management application
18
will prompt the sales representative 26 to use (576) the quotation module 48
to
input any revised information or parameters for the job. The quotation module
48
io is able to generate (578) the revised quotation for presentation (580)
to the
customer 10.
If the customer 10 does not accept the revised quotation, the job is cancelled
(582). A customer survey is transmitted (584) to the customer 10, and the
process ends (586).
is If the revised quotation is accepted, the contract module 54 generates
(588) the
revised contract. The revised contract is presented to the customer 10 for
execution (590).
If a re-measure is not required or if there are not sufficient discrepancies
between
the information recorded by the sales representative 26 and the information
20 recorded by the re-measure contractor 66, the required orders are generated
(592). The required orders are placed (594) with the third-party vendors 44.
The
estimated delivery dates for the orders are obtained (596) and recorded (598)
by
the ordering module 76.
The management application 18 also uses the installer scheduling module 80 to
25 assign (600) the installer 82 for the job, based on criteria described
above. Once
assigned, the installer scheduling module 80 selects (602) possible times for
the
CA 03132418 2021-09-02
WO 2020/237343 PCT/CA2019/050734
51
installation, based on the criteria described above. The installer scheduling
module 80 will then send (604) an email to the customer 10 listing the
possible
times. The customer 10 can then either decide (606) to select one of the
proposed times or indicate that none of the proposed times are acceptable. If
the
customer 10 indicates that none of the proposed times are acceptable, the
installer scheduling module 80 will select alternate possible times.
If the customer 10 selects one of the possible times, the installer scheduling
module 80 records (608) the appointment in the calendar 99 associated with the
installer 82. An email indicating the time of the installation is also sent
(610) to
the customer 10.
From time to time, the management application 18 will check (612) to see
whether the estimated delivery dates recorded by the ordering module 76 are
still
accurate. If there is a delay, the management application 18 will alert (614)
the
project coordinator 64. In addition, depending on the length of the delay, the
is management application 18 makes a determination (616) as to whether the
installation must be rescheduled. If the installation needs to be rescheduled,
the
installer scheduling module 80 repeats the previous steps in scheduling the
installation.
If there is no delay in the delivery, or if the delay does not warrant
rescheduling,
the management application 18 tracks the delivery (618) of the products. At a
pre-determined interval before the installation, a reminder email is
transmitted
(620) to the customer 10 reminding him or her of the scheduled installation.
At the agreed-upon time, the installer 82 performs (622) the installation. In
addition, the inspection module 92 will assign (624) the one or more
inspection
supervisors 88 to the job. The inspection supervisor 88 conducts (626)
inspections of the job and prepares (628) an inspection report. If the
inspection
report notes problems (630) with the job, the management application 18 alerts
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
52
(632) the project coordinator 64. The management application 18 also prompts
(634) the project coordinator 64 to follow-up with the installer 82 to see if
corrective action is required.
If there are no problems noted with the job or if the installer 82 has taken
the
appropriate corrective action, the warranty activation document 86 is
generated
(636) by the installation module 90 for execution by the customer 10. The
installation module 90 will ensure (638) that an executed copy of the warranty
activation document 86 is recorded. If an executed copy of the warranty
activation document 86 is not recorded, the installation module 90 alerts
(640)
the project coordinator 64. The installation module 90 also prompts (642) the
project coordinator 64 to follow-up with the installer 82 to ensure that an
executed copy of the warranty activation document 86 is recorded.
Once the executed copy of the warranty activation document 86 is recorded, the
payment module 58 processes (644) any required payment from the customer
is 10. The survey module 94 transmits (646) the survey to the customer 10.
Based
on the results from the survey, the survey module 94 is able to determine
(648)
whether the customer 10 was satisfied with the job. If the customer 10 was
determined to not have been satisfied, the survey module 94 will prompt (650)
the project coordinator 64 to follow-up with the customer 10. The process then
ends (652).
Referring to Fig. 10A-10G, a process flow implemented by another embodiment
of the invention is illustrated.
The management application 18 residing at the server 20 receives (501) lead
information, and uses it to assign to a sales representative 26 the potential
lead
and also immediately schedules an appointment with the customer 10 in
accordance with the criteria described earlier. Using the sales representative
portal 98, the management application 18 communicates (700) the potential lead
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
53
to the device 28 associated with the sales representative 26. After receiving
(702) the lead, the sales representative 26 attends (704) at the customer 10.
The sales representative 26 accesses a record of the customer lead. The sales
representative portal 98 may include the display of an appropriate icon that
may
be selected by the sales representative 26 to effectively report (706) to the
management application 18 the initiation of the appointment.
The sales
representative portal 98 may prompt the sales representative 26 to enter the
name or address of the customer 10. This causes the device 28 to communicate
(708) with the server 20 to request the establishment of a session. The
session
is established enabling the exchange of data and the tracking (710) by the
management 18 of the progress and recording such progress in the database 24.
The establishment of the session between the server 20 and the device 28
includes information identifying the customer 10, which in turn allows the
management application 18 to extract further particulars of the customer 10,
as
is to the nature of the project and identifying the party that generated
the lead and
on whose behalf (the "principal") the customer service call may be conducted.
For example, the input by the sales representative 26 of the name "Joaquim
Romano" or alternatively simply an address, might be expanded (712) by the
management application 18 as:
Customer Joaquim Romano
555 Main Street
Thrashing, Minnesota
Project Window replacement
Lead principal Big Box Retailer A (St. Paul Store
222)
Date January 1,2020
The information as to the lead principal is significant as it may govern the
protocols to be followed in relation to how the quotation 50 or the contract
56 are
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
54
created, their format, the prices, the terms, any expression of guarantees,
and
their other content. Such protocols may in fact be dictated by the principal
for
whom the service call is ultimately being conducted.
The expanded lead information may be communicated (714) to the device 28 for
verification and reference purposes by the sales representative 26, in the
course
of which the currency of the lead information may also be verified (716). That
functionality may conveniently be incorporated into the presentation module
40.
Similarly, the server 20 may poll (718) the device 28 to determine the
currency of
the product catalogues and of the information on the presentation module 40 on
the device 28. The device 28 responds (720) by reporting the currency of the
information. In the event that the information on the device 28 is not
current,
current information is uploaded (722). The progress of the session and of the
lead continue to be tracked (724) by the management application 18. Once
updated (if needed) the presentation module 40 runs (726) on the device 28.
is The presentation module 40, or alternatively, the catalogue module 42 may
prompt (728) the sales representative 26 to narrow the specification of the
type of
product to be installed. The catalogue module 42 is then run (730) to allow
the
customer 10 to select (732) preferred products, for example by type, by grade,
by
colour, etc. from catalogue information.
Alternatively, the catalogue module 40 may be directed to request (734) remote
access to a catalogue maintained by the vendor server 44. In such case, the
server 20 acts as a conduit (736) to communicate with the vendor server 44,
typically over the network. As discussed above, the server 20 runs any
required
software and operating system to facilitate interaction with the vendor server
44
and to avoid the need to have such software and operating systems loaded onto
the device 28.
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
In a further alternative, the catalogue module 42 requests (742) access to the
vendor catalogues that are stored in the database 24. These may require the
server 20 to run (744) vendor-specified software or operating systems that are
compatible with the vendor catalogues. In such cases, the server 20 returns
5 (746) the information to the device 28 for display (747) thereon.
The customer 10 may select using the device 28 specific products the
installation
of which are being contemplated. Such products may be tagged (748) on the
device 28. The tagged products are communicated (750) to the server 20,
allowing the latter to determine the types of further specifications needed to
plan
10 the installation and to provide a quote. For example, the selection of a
particular
brand of window may still require a specification of the dimensions, type of
frame,
treatments, and colours. The determination (752) of what additional
specifications are need in order to move forward may be derived from the
proprietary vendor software engine run (754) from the server 20, or
alternatively
is by the server 20 remotely accessing (756) the vendor server 44. The
device 28 is
then queried (758) as to the additional specifications that are needed. The
sales
representative 26 consults with the customer 10 and enters (760) the
specifications on the device 28.
The quotation module 48 may then be run (e.g. through the sales representative
20 portal 98). The sales representative 26 may request (764) the generation
and
transmission of the quotation 50 from the server 20.
The quotation module 48 may derive a quotation by running (766) proprietary
vendor quotation software that has been loaded onto the server 20 in
conjunction
with accessing static vendor pricing information retained in the database 24,
or
25 by remotely accessing (768) the vendor server 44 where the quotation 50 is
generated directly. Such interaction allows the server 20 to generate a
product
price quote. Conceivably, the proprietary vendor quotation software or the
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
56
remote vendor quotation system are configured to include installation fees
along
with product pricing. In other cases, such systems deliver only a quote for
product pricing, without installation or service fees.
The quotation module 48 may run natively on the server 20. The quotation
module 48 also draws (772) on various parameters, discounts that may apply,
and policies established by the principal in relation to the filling of
installation
orders and quotes.
Once generated, the quotation 50 is formatted according to the system's, the
vendor's or the principal's policies and is delivered (774) to the device 28
where it
is displayed (776). The quotation 50 is also saved into the database 24. The
device 28 may prompt the sales representative 26 to offer to the customer 10
to
deliver (778) a copy of the quotation electronically to the customer 10 (e.g.
by
email). Alternatively, the quotation module 48 may automatically deliver an
electronic copy of the quotation 50 to the customer 10. Upon approval (780) by
is the customer 10 of the quotation 50, the sales representative 26 runs
(782) the
payment module 58 through the sales representative portal 98. The payment
module 58 communicates (784) a request to the server 20 which runs the
payment module 58.
The payment module 58 prompts the sales representative 26 for an interaction
with a customer payment medium (e.g. a credit card or other personal payment
device). The customer payment medium is inserted into or wirelessly connects
to the device media interface (786). The payment module 58 validates and
authorizes (788) the payment transaction, which may involve an interaction
(790)
with a credit issuer or other third-party payment provider. Approval is then
communicated (792) to the payment module 58.
The contract module 54 is then requested to be run (794), such as through the
sales representative portal 98. Additional information as required is secured
and
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
57
filled using the sales representative portal 98 and is delivered (796) to the
server
20 which runs (798) the contract module 54. The latter retrieves (800)
information from the database 24 (which may include customer name, address
and contact information, product specifications, and the quotation 50). The
contract module 54 then draws (802) on formatting guidelines for the contract
56
and generates (804) a form of contract.
The contract 56 is delivered (806) to the device 28 and is stored (810) in the
database 24. The customer 10 is then invited to execute (808) the contract 56,
such as through the GUI 30. A copy of the executed version of the contract 56
is
delivered (812) to the server 20, which stores (814) the copy in the database
24.
The management application 18 continues to track the progress of the job,
noting
that a milestone of contract signature has been achieved by the sales
representative 26.
Upon determination that the contract 56 has been executed, the server 20
causes the release (816) of any payment request corresponding to the earlier
payment authorization.
In another embodiment, the payment module 58 may be run after the contract
module 54 has been completed.
In the event that no re-measure is required, the products required for the
installation may be ordered (818). This may result in the triggering (820) of
the
installer scheduling module 80, which retrieves (822) available installation
dates
and times corresponding to the installer 82 assigned to the job and selects
one or
more possible times for the installation. The installer scheduling module 80
delivers the possible times to the customer 10, who may receive (824) these
electronically (e.g. through an e-mail). The customer 10 selects (826) one of
the
possible times, and the installer scheduling module 80 records (828) the time
as
CA 03132418 2021-09-02
WO 2020/237343
PCT/CA2019/050734
58
having been set and updates (830) the calendar 99 accordingly. The time is
then
confirmed (832) to the customer 10.
The installer 82 completes (834) the installation. The installer portal 104
prompts
(836) the installer to have the customer 10 execute the warranty activation
document 86. A copy of the executed version of the warranty activation
document 86 is delivered to the server 20, which stores the copy in the
database
24. The management application 18 can then record the job as being completed
(838).
The invention provides a means of closely tracking and controlling the job
process from end to end, thereby expediting the job and minimizing
ineffeciencies.
It will be appreciated by those skilled in the art that the preferred and
alternative
embodiments have been described in some detail but that certain modifications
may be practiced without departing from the principles of the invention.
