End-to-end service delivery (post-sale) process
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
N/A
Issued Date -
Dec 19, 2002
app pub date -
May 17, 2001
filing date -
May 17, 2001
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
A customer support management system and method resolves both hardware and software problems using a single business model. The system and method is based on interaction between a hierarchy of corporate personnel/consultants and a customer support management system which tracks the evolution of customer support requests from inception to completion. The customer support management system includes a number of software tools including an automated scheduler connected to a database system for storing at least one of customer, product, service provider, and routing information. When a customer experiences a problem with a hardware or software product, the customer sends a support request to the manufacturer. Through an interactive process, first, between the manufacturer and the customer and, then, between system personnel, the system tools are utilized to locate a service provider anywhere in the world in order to provide on-site support for satisfying the customer support request.
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Family
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Cited Art Landscape
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