WO2002029653A1 - Systeme de gestion des retours d'informations de clients base sur l'internet - Google Patents

Systeme de gestion des retours d'informations de clients base sur l'internet Download PDF

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Publication number
WO2002029653A1
WO2002029653A1 PCT/IN2000/000096 IN0000096W WO0229653A1 WO 2002029653 A1 WO2002029653 A1 WO 2002029653A1 IN 0000096 W IN0000096 W IN 0000096W WO 0229653 A1 WO0229653 A1 WO 0229653A1
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WO
WIPO (PCT)
Prior art keywords
customer
management system
internet based
corporate
feed back
Prior art date
Application number
PCT/IN2000/000096
Other languages
English (en)
Inventor
Ramanathan Ramachandran
Original Assignee
Ramanathan Ramachandran
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Ramanathan Ramachandran filed Critical Ramanathan Ramachandran
Priority to AU2001235966A priority Critical patent/AU2001235966A1/en
Priority to PCT/IN2000/000096 priority patent/WO2002029653A1/fr
Publication of WO2002029653A1 publication Critical patent/WO2002029653A1/fr

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising

Definitions

  • the present invention relates to a comprehensive complaint/feedback management system for various organisations in the Corporate World and would form a very critical component of these organisations' Customer Relations Management (CRM).
  • CRM Customer Relations Management
  • CRM Customer Relations Management
  • the Internet Based Customer Feed Back Management System performs that function of Direct interaction with clients
  • a comprehensive feedback/complaint management module which is b oth interactive and "closes the loop", i.e. it ensures that the customer complaint is tracked till it is resolved, resolved either to the satisfaction of the customer or to the best of the company's abilities.
  • the Inter ⁇ et Based Customer Feed Back Management System helps corporates listen to their customers and understand their aspirations better.
  • This portal helps organisation internalise and learn from user feedback, factor in improvements in products, services & processes and thus gain competitive advantage in the market place.
  • FIG. 1 of the drawings illustrate various modules of Internet based customer feedback System.
  • FIG. 2 of the drawings illustrates various components of e-module used in the embodiment of the invention.
  • FIG. 1 Figure 3 of the drawings shows the components of chat module.
  • Figure 4 depicts various components of market research conductor module.
  • Figure 5 of the drawings shows various elements of data base .
  • Figure 6 of the drawings illustrates various web pages according to the invention.
  • Figure 7 describes the flowchart of various processes which the customer make use of the Internet based customer feedback management system.
  • the Process The Internet Based Customer Feed Back Management System primarily aims to provide direct interaction between a Corporate and its Customer.
  • the broader description of the process would include a registration process, capturing details of the product/service purchased by the customer and the process of interaction between the customer and the corporate, which can be tracked by the customer, the corporate and the coordinator.
  • the process is designed to carry the interaction between the customers and the corporate to its logical conclusion, which is providing value to the customer to best of the corporate' s abilities.
  • Figure 1 It illustrates the various modules of 'the Internet Based Feed Back Management System'. It consists of various front-end and back-end tools.
  • the front-end tools consist of the Web page (1) e-mail module (2) chat module (3) Market Research conductor (4) and the Advertising Module (6)
  • the Back-end tools being the Database (5) and the Coordinator (9).
  • the Customer (7) being the actual user and the participating Corporate (8) primarily interact with the online CRM management system via the Web Page (1).
  • Figure 2 It describes the various components of the e-mail module, which is an integral part of 'the Internet Based Feed Back Management System'.
  • the Customer (7) access the e-mail server (2) a back-end tool via the Web Page (1) where in he/she could send e-mail to the participating Corporate (8) to express his views, complains, grievances, appreciation etc.
  • the Coordinator (9) also can use the e-mail server (2) via the web page (1) to send e-mails to both the Customer (7) and the participating Corporate (8).
  • the emails server accessed via the Web Page (1) contains a notice trigger (10) which informs the various user of the e-mail module namely Customer (7), Coordinator (9), Corporate (8) of the status of their e-mail as and when communicated through the e-mail server (2).
  • FIG 3 It illustrates the functionality of the Chat module.
  • the Coordinator (9) plays a crucial part in the role of the chat module. On inviting decisive personals of the participating Corporate (8) to chat on the Web Page (1). This chat is made available to the Web Page (1) via the Chat Server (11), which is activated by the Coordinator (9). This enables the Customers (7) to interact with the Corporate (8) this creating a direct forum between the Customers (7) and the Corporate (8).
  • Figure 4 It depicts the different components of the Market Research Conductor module.
  • the Customer (7) can access the Market Research Conductor (4) via the Database (5) that validates each Customer (7) to authenticate the research results.
  • the Coordinator (9) collates the results of the marker research, which is stored in the Database (5) and can send the same to either the Customer (7) or the participating Corporate (8) or both to give a feed back. /
  • Figure 5 It illustrates the functions of the database both when the Customer and the participating Corporate Uses it. Both the Corporate (8) and the Customer (7) go through the Registration process, which gives authenticity and security to the process. After the registration is validated the Customer goes on to view options Inbox (A), Contact (B), Give Views (C) that are enhanced by various backend tools. The Customer on selecting the Contact has a choice of Companies (12) whose Products (13) he can choose from a dropdown menu. The Customer can using the e-mail module (2) express his concerns to the Corporate, the e-mail module forwards this message to the Corporate Inbox (D) and gives acknowledgement to the Customer's Inbox (A).
  • the Customer can using the e-mail module (2) express his concerns to the Corporate, the e-mail module forwards this message to the Corporate Inbox (D) and gives acknowledgement to the Customer's Inbox (A).
  • the Corporate can view his Inbox (D) and he has the option to sort by Alphabet (14) and view all customer queries (15). He could respond (E) to the customers using the e-mail module (2) which will deliver the message to the Customer Inbox (A).
  • the Customer can based on his experiences give a ranking to the Corporate using the Ranker (16) this ranking will be displayed using the Ranking Displayer (17) which even the Corporate can view (F) which will point to the Ranking Displayer (14).
  • Figure 6 It illustrates the various Web Pages that form a functional network of the 'Internet Based Feed Back Management System'.
  • the Internet Based Feed Back Management System' has a Web Page (1) as its front end tool and consisting of all the modules described in Figure 1 and the Advertisement module (6) displays details of various participating Corporates. The Customer on clicking on it can be directly taken to the Corporate Web Page (18), which will in multiples of the number of participating Corporates.
  • the Corporate Web Page (18) will also contain the modules described in Figure 1.
  • Figure 7 The flow chart describes the process by which a customer makes use of the Internet Based Customer Feed Back System.
  • the Customer before accessing the Internet Based Customer Feed Back Management System needs to register oneself if they are a new user and if they are a prior registered user they need to log on using their login name and password given to them while they registered as a new user.
  • the customer proceeds to add a product which they wish to monitor (20) on doing so they are taken to their personal home web page (21).
  • the inbox (22) will have recorded all the dialogues between the customer (7) and the corporate (8).
  • the customer can also view the corporate response to the dialogues had with the corporate. Based on his experience give his Ratings (24), which the corporate can view.
  • the other module Give Views (23) enables the customer to get online acknowledgments (25) for all the dialogues.
  • the customer can also using the Market Research Conductor (4) take part in focused market researches.
  • Figure 1 illustrates the various components that are used to achieve this objective are communication of messages through electronic mail, direct interaction through a chat server, database manager that enables storage and reuse of information, the corporate home page which presents the corporates 'face' to the customer, the market research conductor that enables the corporate to feel the pulse of the customers, the advertisement module which enables dissemination of information by a corporate, relating to its products and services and a coordinator who facilitates the direct interaction between the corporate and its customers and passes on the benefits of 'knowledge management' to corporates by helping them internalise and learn from the customer feedback.
  • E-mail A standard SMTP (Simple Mail Transfer Protocol) Server is used through which mails are directly delivered to the customer and the corporates.
  • SMTP Simple Mail Transfer Protocol
  • Chat Server A standard TRC Chat Server is used on the server end through which the customers can interact with the corporate.
  • Database A Standard Microsoft SQL server is used to store information. All information about the customer and their dialogues with the Corporate are stored here. Giving each individual customer a unique login and password provides all standard security features and restriction towards the access of others data.
  • Coordinator is a corporate entity by itself; which offers corporates internalise and learn from customer feed back.
  • the Coordinator provides corporates a forum via the portal for direct interaction with the customers.
  • Coordinator maintains all the system modules and helps keep them functional.
  • the Coordinator also facilitates the process of value delivery by corporates to customers through electronic reminders for messages that are not responded to within a set time period.
  • the Coordinator also present Management Information
  • MIS Management System
  • the registration details are stored in the database and used to validate the customers' entry into the portal.
  • the customer could register/log in either through a sub-domain or the portals' own home page.
  • the customer goes through a standardised registration format.
  • This portal allows the customer to give feedback/complaints related to a company's product/service only.
  • the "add a product” page asks the customer to provide various details relating to the product service purchased by him. He can store details of one or more products/services (13) purchased from one or more corporates (12).
  • This page gives the customer the option of viewing his "inbox” (A) and tracking dialogue in the manner explained above as also “choosing a product” that he has stored and “giving views” (C) on the same.
  • views refers to feedback, complaints, suggestions or opinions relating to a product or service purchased by the customer.
  • the "give views” page has a "heading” box, which is a drop down list of complaints/feedback classification.
  • heading is a drop down list of complaints/feedback classification.
  • user feedback/complaints in every business can be classified into a few major headings with those that do not fall under these being classified under "others”. This list under "headings" is customized to each company, which has a tie-up with the portal.
  • the customer chooses from the "heading”, keys in the "subject” and in the subsequent box, gives his views.
  • the message On clicking “submit”, the message is electronically transmitted to the company using the email module (2) and the customer gets an online acknowledgement in his inbox (A) with details of date and time of registering the views.
  • the message is also stored in the "inbox” (A) in the customer's home folio.
  • the company which is registered with portal logs on to its backend of the portal that has been specially configured for them. Their access is restricted through password and the designated person(s) from the company log on at periodical intervals to actually read the views expressed by their various customers.
  • the company can respond to a customer's views, which are stored in the Corporate's inbox (D).
  • D Corporate's inbox
  • the company's response together with the customer's views is transmitted to the customer's "inbox" (A) in his personal home folio.
  • the email module (2) automatically triggers a message to the customer's email id with the message "the company has responded to your views. Please click here to log on to the portal and view the response".
  • the customer thus gets a reminder after which he logs on, using his password, to his personal folio in the portal to view the company's response, which is stored in the "alert box” till such time he reads the message (thereafter, the same is stored in the "inbox” as part of the dialogue between the customer and the company).
  • the customer reads the response and either: (i) "replies to the message” where he merely wishes to acknowledge the response. Or (ii) has the option of "rating" the response as “satisfactory", or “unsatisfactory” using the ranker (16).
  • This message is again transmitted to the company electronically and the customer gets another online acknowledgement.
  • the whole process can be continued atthe customer's and company's end till the customer is fully satisfied or the company has tried its best and is unable to do any better.
  • any person authorised in a company can view the dialogue box (D) with a particular customer by clicking on "choose a product” and thereafter, choosing the customer's name from “choose an alphabet” (14).
  • the Corporate can also view (F) the rating accorded by the customer to its response.
  • This system thus, ensures complete transparency by maintaining an indelible record of the interaction between the customer and the company. It also aids in the decision-making since the top management have ready information available for their intervention, if called for.
  • the Coordinator (9) using a specialised data mining software automates the backend, which consists of providing value-added' MIS reports to senior managements in corporates on analyses relating to customer feedback/complaints and all related information.
  • the data mining software enables correlation of dissipated data gathered from various customer interactions.
  • Opinion polls and surveys are conducted through the portal as part of market research customized for various companies.
  • Traditional market research is very time consuming and expensive.
  • the portal offers a readily available database that will be used by us for market research.
  • This customer database (5) is held in confidence by the coordinator and will not be divulged to any person, whatsoever.
  • the diverse customer database available with the coordinator (9) is used for market research.
  • the market research, in the form of opinion polls or surveys or in any other form, is conducted through the personal folio of registered customers (7)
  • chat Server enables companies and their customers to convey their views online and get an immediate response to the same. This facilitates direct interaction between them.
  • the customer can receive message from the company using the chat utility.
  • the customer can send the message or response to a message from the company using "chat.”

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  • Business, Economics & Management (AREA)
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Abstract

L'invention concerne un système de gestion du retour d'informations de clients basé sur l'Internet comprenant un outil d'extrémité avant et un outil d'extrémité arrière. L'outil d'extrémité avant comprend la page Web, un module de messagerie électronique e-mail, un module de conversation, un conducteur de recherche de marché et le module publicitaire, les outils d'extrémité arrière étant la base de données et le coordinateur. Le client constituant l'utilisateur effectif et la société participant interagissant essentiellement avec le système de gestion de retour d'informations de clients en ligne via la page Web. L'invention concerne également un procédé de système de gestion de retour d'informations de clients basé sur l'Internet comprenant les étapes consistant (1) à déclencher une alerte e-mail auprès de la société si un retard dans la réponse au courrier électronique des clients est détecté, (2) à déclencher une alerte e-mail auprès d'un client lors de la réponse de la société.
PCT/IN2000/000096 2000-10-05 2000-10-05 Systeme de gestion des retours d'informations de clients base sur l'internet WO2002029653A1 (fr)

Priority Applications (2)

Application Number Priority Date Filing Date Title
AU2001235966A AU2001235966A1 (en) 2000-10-05 2000-10-05 An internet based customer feedback management system
PCT/IN2000/000096 WO2002029653A1 (fr) 2000-10-05 2000-10-05 Systeme de gestion des retours d'informations de clients base sur l'internet

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PCT/IN2000/000096 WO2002029653A1 (fr) 2000-10-05 2000-10-05 Systeme de gestion des retours d'informations de clients base sur l'internet

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Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20110093393A1 (en) * 2006-02-15 2011-04-21 Amy Chang Method and System for Obtaining Feedback for a Product
US8352553B2 (en) 2007-04-30 2013-01-08 Microsoft Corporation Electronic mail connector
US9589475B2 (en) 2001-08-08 2017-03-07 Geoffrey S. Lycas Method and apparatus for personal awareness and growth

Citations (1)

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US5978836A (en) * 1997-07-28 1999-11-02 Solectron Corporation Workflow systems and methods

Non-Patent Citations (6)

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Title
"eCommerce Customer Service: Email Management Systems That Work", EGAIN COMMUNICATIONS CORP., 1998, USA, pages 1 - 8, XP002178125, Retrieved from the Internet <URL:http://www.egain.com> [retrieved on 20010921] *
"Epicor's eBusiness Suite", PRESS RELEASE, 8 November 1999 (1999-11-08), pages 1 - 2, XP002178122, Retrieved from the Internet <URL:http://www.platsoft.ru/english/win/news/news_05.htm> [retrieved on 20010921] *
"Firstwave Releases Complete Web-Based eCRM Suite", FIRSTWAVE TECHNOLOGIES INC., 5 January 2000 (2000-01-05), USA, pages 1 - 2, XP002178121, Retrieved from the Internet <URL:http://www.firstwave.net> [retrieved on 20010921] *
"Sento Provides State-of-the-art Customer Support with Genesys Solutions", SENTO CUSTOMER SUCCESS STORY, 1999, USA, pages 1-4, XP002178123, Retrieved from the Internet <URL:http://www.genesyslab.com/contact_center/customers/sento.html> [retrieved on 20010921] *
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V. MIRCHANDANI: "Front office and back office application integration", JOURNAL OF CUSTOMER LOYALTY, 1999, USA, pages 16 - 21, XP002178124, Retrieved from the Internet <URL:http://www.eloyaltyco.com/journal/body.htm> [retrieved on 20010921] *

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9589475B2 (en) 2001-08-08 2017-03-07 Geoffrey S. Lycas Method and apparatus for personal awareness and growth
US20110093393A1 (en) * 2006-02-15 2011-04-21 Amy Chang Method and System for Obtaining Feedback for a Product
US8924303B2 (en) * 2006-02-15 2014-12-30 Google Inc. Method and system for obtaining feedback for a product
US8352553B2 (en) 2007-04-30 2013-01-08 Microsoft Corporation Electronic mail connector

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