Abstract: Systems and techniques are described for the management of a business organization's customer-related communications. One system is described that includes a central server computer, at least one originator terminal connected to the central server computer, at least one owner terminal connected to the central server terminal, and a database accessible by the central server computer. The originator terminal receives from an originator a submission containing customer-related information and transmits the submission to the central server computer. The submission includes a designation of a category of the submission, customer information, and an identified business issue. Based upon the submitted information, the system automatically assigns an owner to the submission, stores the submission in the database, and informs the owner of the assignment. The owner then develops a response to the submission and documents the response by using the owner terminal to access and updating the submission.

Abstract: Systems and techniques are described for automatically generating correspondence documents. One system is described that includes a web server for generating web pages that are transmitted for remote viewing using a client browser. The generated web pages are configured to include a document selection section for identifying a type of correspondence to be generated and an input variables section for identifying a subject of the correspondence. The system further includes a transaction server connected to the web server for receiving inputs from the web server and, in response to those inputs, automatically retrieving necessary data and a document template and, using the retrieved data and document template, generating a document that is transmitted back to the user for viewing and editing.