CRM System with Beacon Tracking for Sales Interaction
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Solution Overview
Problem
In-person customer interactions at sales representative settings, such as vehicle dealerships, are often hindered by the sales representative's lack of familiarity with the customer's interests or preferences, requiring lengthy conversations or constant observation to identify browsing interests.
Innovation Solution
A customer relationship management system that receives and updates customer profile information based on vehicle interest data from low-energy beacons, providing sales representatives with customer location and profile information to enhance familiarity before interactions, including vehicle interest information and dealership-specific details.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If a sales representative speaks at length with a customer to identify preferences, then the representative gains familiarity with customer interests, but the interaction time and complexity increase
Solution Approach 1:
The system performs preliminary actions by automatically collecting customer location data, browsing history, and purchase information before the sales interaction begins. This pre-gathers customer preference information so the representative can access it immediately, eliminating the need for lengthy initial conversations to identify interests.
Solution Approach 2:
The system enables self-service by automatically tracking and analyzing customer behavior data without requiring the representative to actively gather information during the interaction. The representative simply accesses pre-collected data about customer preferences, browsing patterns, and purchase history.
2Loss of information
If a sales representative hovers nearby to note browsing interests, then the representative can identify customer preferences, but the monitoring complexity and effort increase
Solution Approach 1:
The patent replaces the mechanical system of manual observation and note-taking with an automated electronic system. Sensors, cameras, and software automatically track customer movement, product interactions, and browsing behavior, converting physical monitoring actions into digital data that can be stored and analyzed.
Solution Approach 2:
The system introduces an intermediary layer between the customer and the representative. Instead of the representative directly observing and interpreting customer behavior, an automated system acts as an intermediary that collects, processes, and presents browsing interest information to the representative in an easily accessible format.
3Measurement precision
If customer profile information is updated in real-time based on location and browsing data, then the accuracy of customer preferences improves, but the data processing complexity increases
Solution Approach 1:
The system performs preliminary data processing by continuously collecting and organizing customer data in the background before interactions occur. Customer profiles are pre-updated with browsing history, location patterns, and preference data so that when the representative accesses the information, it is already processed and ready for use.
Solution Approach 2:
The system maintains continuous data collection and profile updating operations. Rather than processing data in discrete batches, the system continuously tracks customer location, browsing behavior, and interactions, constantly refining the customer profile to maintain high accuracy without requiring complex post-processing operations.
Data Source
AI summary
Systems and methods for customer relationship management are disclosed. In one example, a customer relationship management system can receive, from a customer device, a customer location and a request for a sales representative. In response, the customer relationship management system can send, for display to a sales representative device, the customer location and then receive, from the sales representative device, a request for customer profile information. In response to this request, the customer relationship management system can send, for display to the sales representative device, at least some of the customer profile information.