Wireless Customer Relationship Management System
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Solution Overview
Problem
Restaurants and other service vendors face challenges in effectively managing customer relationships and utilizing wait time positively, as existing methods primarily rely on basic paging capabilities of wireless devices without leveraging their full communication potential.
Innovation Solution
A method that establishes wireless communication between service vendors and customers by accepting and storing wireless addresses, transmitting messages with hypertext links, and downloading software applications on customer devices to provide interactive links for information and services, fostering long-term relationships.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of manufacture
If basic paging capability of wireless devices is used to notify customers, then communication cost is reduced and implementation is simplified, but customer engagement and relationship management capability deteriorates
Solution Approach 1:
The patent transforms the single-function wireless device (paging only) into a multi-functional communication platform by integrating text messaging, hypertext link transmission, and software application delivery capabilities. This allows the same wireless device to perform multiple customer engagement functions including notifications, information delivery, and interactive communication, thereby resolving the contradiction between implementation simplicity and customer engagement capability.
Solution Approach 2:
The patent adds a new dimension to wireless communication by incorporating hypertext links and downloadable software applications into the communication stream. This transforms the communication from simple one-way paging to a multi-dimensional interaction that includes text, hyperlinks, and executable content, enabling richer customer engagement without requiring a completely new system.
2Device complexity
If customer wait time is used for basic notifications only, then communication complexity is reduced, but customer experience and relationship building opportunity deteriorates
Solution Approach 1:
The patent delivers software applications and information content to customer devices during the wait period before the customer is served. This preliminary action allows customers to receive and process information, download applications, and engage with vendor content during what would otherwise be unproductive wait time, thereby converting lost time into relationship-building opportunities without significantly increasing system complexity.
Solution Approach 2:
The patent maintains continuous communication with the customer throughout the wait period by sending notifications, updating information, and delivering content rather than providing a single notification. This continuous useful action keeps the customer engaged during the entire wait time, transforming the previously idle period into an ongoing interaction that builds customer relationship while maintaining manageable system complexity.
3Loss of energy
If wireless communication establishes basic contact with customers, then implementation cost is reduced, but customer relationship management depth deteriorates
Solution Approach 1:
The patent introduces software applications as intermediaries between the vendor and the customer. These applications, delivered via wireless communication, serve as a persistent mediator that enables ongoing interaction, information exchange, and relationship management. The intermediary application resides on the customer's device and facilitates continuous engagement without requiring expensive dedicated communication infrastructure, thereby maintaining low implementation costs while deepening relationship management capabilities.
Solution Approach 2:
The patent replaces traditional mechanical relationship management methods (physical coupons, printed materials, in-person interaction) with electronic software applications delivered via wireless communication. This substitution reduces implementation costs by eliminating physical materials and enables richer information exchange including hypertext links, multimedia content, and interactive features that provide deeper customer relationship management capabilities.
Data Source
AI summary
A method for establishing wireless communication between a service vendor and a customer accepts entry of a wireless address for a customer communications device, obtained from an electronic transaction. The entry of the stored wireless address is confirmed by transmitting a first wireless message that displays a hypertext link to a network address. Response to hypertext link selection classifies the customer communications device, identifies a network applications storage location, and transmits a second wireless message to the customer device that includes a first set of programmed instructions that display a download prompt. Response to download prompt selection transmits a third wireless message to the customer communications device, including a second set of programmed instructions associated with the service vendor, wherein the second set of programmed instructions generates and displays a user-actuable link on the customer communications device. At least customer actuation of the user-actuable link is reported on a display.