Idea Website with Multi-Tenant Database for Customer Feedback
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Solution Overview
Problem
Conventional methods for customer feedback, such as focus groups and traditional surveys, are costly and inefficient in representing the broader customer base, especially in online environments where collaborative feedback is needed for improving service offerings.
Innovation Solution
An idea website integrated with on-demand services allows customers to share and vote on ideas within a community, using a multi-tenant database to manage separate websites for each tenant, enhancing customer relationship management by soliciting feedback for product improvement and providing analytical tools to determine service enhancements or cuts.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If focus groups and user meetings are used for customer feedback, then customer input can be obtained, but the cost increases and representativeness decreases
Solution Approach 1:
The patent creates virtual copies of focus groups through online communities where customers can share ideas and feedback asynchronously. Instead of organizing physical focus groups, the system captures customer insights through digital platforms, web forms, and automated surveys, eliminating travel and venue costs while maintaining feedback quality through structured collection methods.
Solution Approach 2:
The feedback system serves multiple functions simultaneously: it collects customer ideas, conducts surveys, manages product feedback, and enables community interaction all through a single integrated platform. This multi-functional approach replaces multiple separate feedback mechanisms (focus groups, surveys, meetings) with one universal system, reducing overall costs while improving feedback representativeness.
2Loss of information
If traditional feedback mechanisms are used, then some customer input is collected, but efficiency and continuous improvement are reduced
Solution Approach 1:
The system enables continuous feedback collection through always-accessible online communities and automated survey deployment. Unlike traditional periodic focus groups, the platform continuously captures customer ideas, suggestions, and feedback in real-time, allowing organizations to monitor trends continuously and implement improvements iteratively without interruption.
Solution Approach 2:
The system implements closed-loop feedback mechanisms where customer input is automatically collected, analyzed, prioritized, and tracked to implementation. The platform provides feedback loops to customers about their idea status and to organizations about implementation outcomes, creating continuous improvement cycles that enhance productivity and response efficiency.
3Adaptability or versatility
If separate feedback systems are created for each organization, then customization is improved, but system complexity and maintenance costs increase
Solution Approach 1:
The system segments feedback collection into modular components (surveys, idea submissions, community forums, voting mechanisms) that can be independently configured and deployed. Each organization can select and customize specific modules based on their needs while sharing the underlying infrastructure, reducing complexity compared to fully separate systems.
Solution Approach 2:
The patent introduces a multi-tenant platform as an intermediary layer between organizations and the feedback collection infrastructure. This intermediary provides standardized customization capabilities through configuration interfaces and templates, allowing organizations to tailor feedback systems without directly managing complex underlying architecture, thus simplifying deployment and maintenance.
Data Source
AI summary
A method and system is provided having a webpage for posting ideas integrated with on-demand customer relationship management. The website associated with the page may be stored in a tenant area of a multitenant database to facilitate maintaining multiple websites for different tenants. A webpage may be sent to a client that includes a plurality of sections, each including at least one idea related to an improvement of a product. Votes may be received for at least one of the plurality of sections. A determination may be made of a Total Qualitative Management Criterion (TQMC) for each section of the website, by applying an increasing function of time to newer votes to enable relative weightings of older votes to diminish over time without requiring computing a decaying time function to determine weightings for each vote. A product modification may be determined based on the TQMC for each section.