System for facilitating technician sales referrals

Abstract

A system for transacting business with customers is disclosed. The system includes a dispatch division receiving a complaint from a customer related to a problem the customer is experiencing. The dispatch division then deploys a technician to repair the problem. While the technician is conducting the repair, the system permits the technician to interact with the customer and negotiate and close deals for additional or modified products, services or features that the customer may want. The system also includes provisions for allowing the technician to retrieve information related to the customer and includes features that automatically notify various appropriate business offices for follow-up with the customer.

Description

RELATED CASES [0001] This application is a continuation of copending U.S. patent application Ser. No. 09 / 746,507 entitled SYSTEM FOR FACILITATING TECHNICIAN SALES REFERRALS, filed on Dec. 26, 2000 an is hereby incorporated by reference in its entirety.FIELD OF THE INVENTION [0002] The present invention is directed to a system for facilitating sales. More specifically, the present invention is directed to a system for facilitating technician sales referrals.BRIEF DESCRIPTION OF THE DRAWINGS [0003]FIG. 1 is a depiction of a conventional customer service operation, according to exemplary embodiments. [0004]FIG. 2 is a depiction of an integrated customer service operation allowing technician customer referrals, according to exemplary embodiments.BACKGROUND OF THE INVENTION [0005] Companies that operate networks provide access to their network to many different customers. These customers generally pay a fee for this access. For example, referring to FIG. 1, a customer 104 resides at dwel...

AI Technical Summary

Benefits of technology

[0009] The present invention includes a system for transacting business with customers including a dispatch division receiving information related to a problem experienced by a customer. Generally, this information is relayed to the dispatch division by a customer service division that has communicated with the customer. The dispatch division deploys a technician to the customer's location in response to the information related to the problem. While the technician is at the customer's location, customers often ask the technician about other products or services offered by the company. The present invention allows technicians to receive a request from the customer for a transaction different from the original problem.

[0016] An object of the present invention is to provide a system that facilitates sales of products or services to customers.

[0017] Another object of the present invention is to provide a system that assists technicians in selling products or services to customers.

[0018] Another object of the present invention is to provide a system that eliminates the need for customers to interact with a company multiple times to purchase a product or service.

[0019] Another object of the present invention is to provide a system that reduces or eliminates paperwork and clerical tasks.

[0020] Another object of the present invention is to provide a system that simplifies the ordering of products and services.

Problems solved by technology

It is often very difficult or impossible for technician 112 to modify the customer's account information or provide new and additional services for customer 104 since the technician does not have all of the necessary information to properly negotiate with customer 104.

It is inefficient and problematic that in the present system described above, technician 112 is unable to quickly and easily modify customer 104's service plan.

Because technician 112 cannot assist customer 104 in modifying their service plan, customer 104 is forced to conduct a second transaction, which is disadvantageous for many reasons.

For example, some customers may simply not want to bother with a second transaction with company 106 and forego the modification to their service, which often results in lost profits for company 106.

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