Service Order Management System ETA Notification

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Solution Overview

Problem

Current service order management systems lack efficient mechanisms for real-time communication and scheduling of service arrivals, leading to potential delays and dissatisfaction among customers.

Innovation Solution

A service order management system that includes a processing device and memory for storing an estimated travel time and ETA, with automated notification features to customers based on predetermined advanced-warning times, and the ability to automatically call customers for confirmation and provide live operator access.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If automated notification system is implemented with real-time ETA tracking, then customer satisfaction is improved, but system complexity increases

Engineering Contradiction:

Improvecustomer satisfactionVSAvoidsystem complexity

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The notification system is segmented into distinct functional modules: ETA calculation module, notification trigger module, communication module, and live operator connection module. Each module performs a specific function, making the overall complex system manageable and maintainable while delivering reliable customer notifications

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system performs preliminary actions by calculating ETA in advance and setting up notification triggers before the servicer arrives. The call-ahead time is predetermined based on the ETA, allowing the system to automatically notify customers at the optimal moment without requiring real-time manual intervention

Inventive Principle:

Principle #10Preliminary action

2Productivity

If call-ahead time is calculated based on predetermined advanced-warning time period, then service scheduling efficiency is improved, but flexibility in notification timing is reduced

Engineering Contradiction:

Improveservice scheduling efficiencyVSAvoidnotification timing flexibility

Core Design Contradiction:

ProductivityVSAdaptability or versatility

Solution Approach 1:

While maintaining a predetermined call-ahead time for efficiency, the system dynamically adjusts notification timing by continuously updating the ETA as the servicer's location and traffic conditions change. The notification is triggered at the calculated call-ahead time based on current ETA, balancing schedule efficiency with real-time adaptability

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system incorporates feedback loops where the ETA is continuously recalculated based on servicer location data and traffic conditions. This feedback ensures that the predetermined call-ahead time remains accurate and relevant, allowing the system to maintain scheduling efficiency while adapting to changing conditions

Inventive Principle:

Principle #23Feedback

Data Source

PatentUS11769163B2Service call-ahead system and method

Publication Date: 2023.09.26 RXO LAST MILE INC

AI summary

Examples of service call-ahead systems and methods are disclosed. In one example implementation according to aspects of the present disclosure, a service order management system includes a processing device, a servicer device, and a memory device. The service order management system is enabled at least to prompt a servicer to modify an initial estimated time of arrival (ETA) and notify a customer of the modified ETA of a servicer at a service destination. Prompting the servicer to modify the initial ETA enables the processing device to notify the customer of the modified ETA, which is more accurate than the initial ETA. Other service call-ahead and notification techniques are also disclosed.