WO2019209172A1

WO2019209172A1 - Method and system for managing feedback

Info

Publication number: WO2019209172A1
Application number: PCT/SG2019/050207
Authority: WO
Inventors: Timothy Julien SMITH
Original assignee: Trident Corporate Services (Singapore) Pte Limited As Trustee For The Oneplace Unit Trust
Priority date: 2018-04-23
Filing date: 2019-04-15
Publication date: 2019-10-31
Also published as: SG10201803394UA

Abstract

A method and system of managing a feedback system that receives an input into the feedback system and creates or updates a feedback record before linking to a matter record and updating a content library and sending a notification to the client, receiving the reply to the notification and recording it accordingly, and the feedback notification is customized based on the client and/or the matter record, and created with material from the content library.

Description

METHOD AND SYSTEM FOR MANAGING FEEDBACK

TECHNICAL FIELD

[001] The present invention relates to a method and system for the managing of managing feedback. More specifically, the present invention relates to the usage of the feedback for referral functions.

BACKGROUND

[002] Within a record management system for understanding and communicating with clients, both prospective and past, contacts and the like, client records are populated with information that can be used by the users for various purposes.

[003] Some examples of the data stored on clients include pipeline opportunities, matters, referrals, as well as experience, which includes the work performed for the client as well as descriptions for the varied mediums in which the referrals were provided like directory submissions, firm and practice group sector overviews, websites, pitch documents, marketing material, etc.

[004] It is useful to link the feedback gathered back to the client record and this can be done manually by email instructions received or when users visit clients, and linking these feedback to the matter the user is working on for the client or activities linked to the client. Another form of feedback may come through emails from the clients that contained feedback and these were linked to activity key quotes. Online websites and surveys can also be used to capture this feedback, accolades or quotes, especially if the client is sent the feedback form shortly after the completion meeting or when the work is completed.

[005] The feedback form typically contains questions relating to reliability, value for money, perceived value for money, level of service rendered, etc can be sent post matter when the job or work is completed, or even mid-matter to capture sentiment that would allow the user to resurrect a deal or take remedial action if there is bad feedback.

[006] The feedback is compiled and collated, and the scores are tabulated, computed, or calculated, typically providing an averaged score, and this is linked or shown on the company's record, providing users with a good indication on each survey's feedback in relation to the questions posed, the relevant matters, the results of the last survey etc. The information provided by the client can also be used by the company for marketing purposes since it provides a current referral to other companies looking for vendors in the same field.

[007] In terms of the content of the feedback form, the client may not respond to a feedback form that appears irrelevant, and even when they do respond, the feedback obtained needs to be used and presented in order for the user to utilize this information. Further, due to data privacy requirements, the feedback provided by the client may be subject to a consent process in order for the user or company to use or publish the feedback. [008] Hence, there is a need for a feedback and accolade management system and method that is able to generate, record, and use the feedback or accolade provided by clients, and have this information presented in a coherent way.

SUMMARY

[009] The above and other problems are solved and an improvement in the art is made by a method and system in accordance with this invention. A first advantage of the method and system in accordance with this invention is that feedback forms can be stored and managed, and presented in a meaningful way. This presentation of information acts as a referral for other clients. A second advantage of the method and system in accordance with this invention is that the feedback form is customized for the client. This means that the content of the feedback form would be relevant to the matter conducted and make it easy for the client to reply to. A third advantage of the method and system in accordance with this invention is that the consent of the client is incorporated into the feedback management. This means that privacy data laws of various countries can be adhered to.

[0010] The present invention provides a system and method for managing a feedback system. In one embodiment in accordance with the invention, there is a method of managing a feedback record in a feedback system, the method comprising receiving an input into the feedback system and creating a feedback record, linking the input in the feedback record to a matter record, updating a content library with the input and making it accessible, sending a feedback notification to a client, and receiving a reply based on the feedback notification and updating the feedback record, where the feedback notification is customized based on the client and/or the matter record, and created with material from the content library. In alternative embodiments, the feedback notification includes a query for consent for the reply. In further embodiments, the input is fed into the system via an external accolade system. In yet further embodiments, the input is fed into the system manually by a user. In other embodiments, the feedback notification is sent upon a confirmation by a user. In yet other embodiments, the content library collates the input and segments the input into categories.

In accordance with an embodiment, there is a system for managing a feedback record in a feedback system, the system comprising a feedback system including a processor and memory, a database module including a database processor and memory configured to process and store a plurality of feedback records, a data processing system including a processor and memory, the data processing system configured to receive an input into the feedback system and creating a feedback record, link the input in the feedback record to a matter record, update a content library with the input and making it accessible, send a feedback notification to a client, and receive a reply based on the feedback notification and updating the feedback record, where the feedback notification is customized based on the client and/or the matter record, and created with material from the content library. In alternative embodiments, the feedback notification includes a query for consent for the reply. In other embodiments, the input is fed into the system via an external accolade system. In further embodiments, the input is fed into the system manually by a user. In yet other embodiments, the feedback notification is sent upon a confirmation by a user. In yet alternative embodiments, the content library collates the input and segments the input into categories.

BRIEF DESCRIPTION OF THE DRAWINGS

[0011] The accompanying drawings, which are incorporated herein and form part of the specification, illustrate various embodiments of the present disclosure and, together with the description, further serve to explain the principles of the disclosure and to enable a person skilled in the pertinent art to make and use the embodiments disclosed herein. In the drawings, like reference numbers indicate identical or functionally similar elements.

[0012] Figure 1 illustrates a representation of a network of data processing systems in which aspects of the disclosed embodiments may be implemented;

[0013] Figure 2 illustrates a schematic view of a software system for carrying out an embodiment;

[0014] Figure 3 illustrates a method of managing a feedback system in accordance with an embodiment of the invention.

DETAILED DESCRIPTION

[0015] The various configurations discussed in these non-limiting examples can be varied and are used to illustrate at least one embodiment and are not intended to limit the scope thereof. [0016] Figure 1 shows a record system in accordance with an embodiment of the invention is illustrated. The system 1 10 includes a server 1 12. In other embodiments, the server 1 12 can be any processing device including a processor and sufficient resources to perform the process of providing a rebate to a customer. The server 1 12 can be any processing device including a processor and sufficient resources to perform the process of providing a rebate to a customer. The server 1 12 is connected to an HTTP server 1 14. HTTP server 1 14 uses HTTP or any other appropriate stateless protocols to communicate via a network 1 16 such as the Internet, with any other device connected to the network 1 16.

[0017] In the illustrated embodiment, user devices include personal computers 1 18, CE players, and mobile phones 120. In other embodiments, user devices can include consumer electronic devices such as televisions, set top boxes, video game consoles, tablets, and other devices that are capable of connecting to a server via HTTP and playing back encoded media. A storage unit 130, which can be in the form of memory, databases etc, is in communication with the network 1 16. Although a specific architecture is shown in Figure 1 , any of a variety of architectures including system that perform conventional processes can be utilized that enable playback devices to request portions of the top level index file and the container files in accordance with embodiments of the invention.

[0018] Some process for providing methods and systems in accordance with embodiments of this invention are executed by a user device or user mobile device. The relevant components in a playback device that can perform processes including adaptive streaming processes in accordance with embodiments of the invention are shown in Figure 2. One skilled in the art will recognize that user device 200 may include other components that are omitted for brevity without departing from the embodiments of the invention as described. The user device 200 includes a processor 205, a non-volatile memory 210, and a volatile memory 215. The processor 205 is a processor, microprocessor, controller, or a combination of processors, microprocessor, and/or controllers that performs instructions stored in the volatile 215 or non-volatile memory 210 to manipulate data stored in the memory. The non-volatile memory 210 can store processor instructions utilized to configure the user device 200 to perform processes including processes in accordance with embodiments of the invention and/or data for the processes being utilized. In other embodiments, the user device software and/or firmware can be stored in any of a variety of non- transitory computer readable media appropriate to a specific application.

[0019] The communications network refers to any contact between the parties described and is accomplished through any suitable communication means, including, but not limited to, a telephone network, public switch telephone network, intranet, Internet, extranet, WAN, LAN, point of interaction device, point of sale device, personal digital assistant, cellular phone, kiosk terminal, automated teller machine (ATM), etc.), online communications, off-line communications, wireless communications, satellite communications, and/or the like. One skilled in the art will also appreciate that, for security reasons, any databases, systems, or components of the present invention may consist of any combination of databases or components at a single location or at multiple locations, wherein each database or system includes any of various suitable security features, such as firewalls, access codes, encryption, de-encryption, compression, decompression, and/or the like.

[0020] Figure 3 illustrates a high-level flow chart of operations illustrating logical operational steps of a method 300 for managing a feedback for a feedback management system, in accordance with the disclosed embodiments. It can be appreciated that each of the steps or logical operations of the method 300 depicted in Figure 3 can be implemented by executing a program instruction or a group of instructions in the record management system.

[0021] In Figure 3, the method 300 starts when a feedback or accolade is received by the system 310. This can be done through a various methods such as user input, either post matter or mid-matter, online webpages, mobile applications etc. Alternatively, the accolade can be uploaded, by the user or a company awarding the accolade, directly into the system 312. The system would check whether the matter exists 314, and create this accolade or quote on the client record 316. The matter record and/or client record can be updated 318 with additional meta data such as service provided, industry sector, location of client or matter, etc, allowing this information to be captured and linked back to the feedback, accolade or quote. This can be linked to the matter and profiled by service provided or industry sector, then made available in a content library for users to access 320, typically for the creation of proposals, submissions, directory updates etc. A notification can be sent to the relevant party 322, such as the client relationship partner (CRP) of the client, the industry sector head, chief marketing officer (CMO), chief executive officer (CEO) etc. This notification can be sent automatically as part of a workflow or client management process. A feedback notification or form can be triggered to be sent to the client who provided the accolade or quote 324 for use in one or several of selected mediums, for example web pages, marketing materials, practice group or sector overviews, directories, etc. This can be triggered automatically or upon approval or the relevant party in the previous step 322, and can be customized with information or questions that are relevant or pertinent to the recipient. Also a request for consent approval can be embedded within the notification. The client can then reply to the notification accordingly 326. In the reply, the client may specify the level of disclosure and the method of using the accolade or quote, as well as changing the content of the accolade or quote itself. This reply received by the system can be sent to the marketing department for use 330, as well as the originator, or the user who created the record and the process ends.

[0022] One method of capturing feedback is via online forms or web pages where the client is directed to a specific page addressed for their use. In other methods, a mobile application can be used to capture this feedback, using convention input methods, as well as via dictation of notes and text. This allows further details to be stored on the matter and client records of the contact that the user just met. The Feedback capture point on the mobile app is designed to be conducted in a few clicks to capture based level feedback and then a workflow generated to capture more information at a later date. The feedback also has a host of follow- up / next steps tasks. When a positive feedback is obtained, a task could be created and sent to the Marketing department via a workflow for them to review and amend the feedback to make it more presentable for an external audience (e.g. marketing collateral, website, PR/media, etc), and another task to have that that adjusted feedback description approved by the originator, and once it has been approved a task to obtain approval from the client

[0023] In light of privacy and data protection laws such as the General Data Protection Regulation (GDPR), the system includes a disclosure acceptance component that requires the client to provide consent and sign off from the company so that the feedback provided may be used by the user.

[0024] As understood by one of ordinary skill in the art, the present invention can be implemented with special purpose computers, devices, and servers that are programmed to implement the embodiments described herein. Further, the system according to the embodiments disclosed herein is able accommodate many more combinations and permutations, or any other future electronic payment methods. For example, the system according to the embodiments disclosed herein can accommodate cloud based or app based record management system as well.

[0025] Thus, the present invention has been fully described with reference to the drawing figures. Although the invention has been described based upon these preferred embodiments, to those of skill in the art, certain modifications, variations, and alternative constructions would be apparent, while remaining within the spirit and scope of the invention. In order to determine the metes and bounds of the invention, therefore, reference should be made to the appended claims.

Claims

1 . A method of managing a feedback record in a feedback system, the method comprising: receiving an input into the feedback system and creating a feedback record; linking the input in the feedback record to a matter record; updating a content library with the input and making it accessible; sending a feedback notification to a client; and receiving a reply based on the feedback notification and updating the feedback record; wherein the feedback notification is customized based on the client and/or the matter record, and created with material from the content library.

2. The method of claim 1 , wherein the feedback notification includes a query for consent for the reply.

3. The method of claim 1 , wherein the input is fed into the system via an external accolade system.

4. The method of claim 1 , wherein the input is fed into the system manually by a user.

5. The method of claim 1 , wherein the feedback notification is sent upon a confirmation by a user.

6. The method of claim 1 , wherein the content library collates the input and segments the input into categories.

7. A system for managing a feedback record in a feedback system, the system comprising: a feedback system including a processor and memory; a database module including a database processor and memory configured to process and store a plurality of feedback records; a data processing system including a processor and memory, the data processing system configured to receive an input into the feedback system and creating a feedback record; link the input in the feedback record to a matter record; update a content library with the input and making it accessible; send a feedback notification to a client; and receive a reply based on the feedback notification and updating the feedback record; wherein the feedback notification is customized based on the client and/or the matter record, and created with material from the content library.

8. The system of claim 7, wherein the feedback notification includes a query for consent for the reply.

9. The method of claim 7, wherein the input is fed into the system via an external accolade system.

10. The method of claim 7, wherein the input is fed into the system manually by a user.

1 1 . The method of claim 7, wherein the feedback notification is sent upon a confirmation by a user.

12. The method of claim 7, wherein the content library collates the input and segments the input into categories.