System and method for managing property
A system and method for managing property that in one embodiment provides a network-based system and method for creating, tracking and managing events, known herein as “incidents”, such as service requests, maintenance reminders and other events associated with managing property for supporting and enhancing the functions of tenant, property manager and vendor.
This divisional patent application hereby claims the benefit of U.S. Provisional Patent Application Ser. No. 60/227,457, filed Aug. 23, 2000 and U.S. patent application Ser. No. 09/938,265, filed Aug. 23, 2001, both hereby incorporated by reference.
TECHNICAL FIELDThe present invention provides a network-based system and method for creating and tracking and managing events associated with managing property.
BACKGROUND OF THE INVENTIONCurrently in the United States there are billions of square feet of tenant occupied (or controlled) real estate in both commercial and residential settings. These properties are managed by a variety of entities including public and private real estate investment trusts (“REITs”), property management companies, private property owners, etc. The management of these properties typically includes providing maintenance and repair of various building systems enjoyed by tenants such as electrical power, water, HVAC, etc. Often times the buildings or the land that they reside on will also require maintenance and repair. Depending of the size of the building and the nature of its use, the number of service requests being performed can be substantial, especially over time.
Unfortunately, even in large facilities, maintenance and repair tasks are often requested, scheduled, tracked, performed and checked in an ad hoc manner. By way of a hypothetical, but illustrative example, a tenant has noticed a failed light fixture in a tenant-occupied office building. The tenant looks up the property manager's phone number and ends up leaving a voice mail message for property manager because he/she is working on other issues. When the property manager receives the voice mail message he/she calls a service vendor he/she is comfortable with, in this case an electrician. A number of conversations and exchanged voice mails take place until the tenant, property manager and electrician schedule a time to perform the necessary servicing at an expected price. The request for service and its scheduled repair may be recorded in a notebook, an electronic organizer and on a task list by the tenant, property manager and electrician, respectively. Once the task has been completed by the electrician, he/she will generate an invoice to the property manager or accounts payable department who does not contact the tenant to inquire about the completion of the requested task and the quality of the service provided. The property manager approves the electrician's invoice and the accounts payable department records the approval and issues the appropriate compensation. In this example, information about the problem and its servicing is recorded in an ad hoc fashion in different unrelated systems both within the property manager's organization and between the tenant, service vendor and property manager.
The current ad hoc system, while pervasive, has significant number of shortcomings and inefficiencies. Often, service requests are either not logged and tracked, or if they are, it likely requires a separate entry of data by the property manager into a computer program that itself required installation and maintenance. Importantly, the tenant, property manager and service vendor may all have different versions of the service required and status. Discrepancies between what the service required is and the status of repairs are a source of inefficiency and frustration for all parties. Once the work is completed, clear and consistent records are often not kept to permit analysis of service request and vendor performance patterns. The current ad hoc system also often fails to provide fast and timely updates. Another failure of the current system is the often unaddressed need to formalize procedures so important points are not overlooked, such as asking the tenant for feedback.
Depending on the size of the service request and other variables, the property manager may wish to initiate a request for quote (“RFQ”) process in order to obtain the best competitive bid. Under the current ad hoc system, this is often done with via phone calls or through the mail, which is slow and inefficient.
Even though at least one Internet-based company, i.e., Onvia.com (http://www.onvia.com/), appears to provide for competitive bidding, the RFQ process is not limited to a pre-selected group of service providers, so time is wasted sorting through undesired or questionable responses, also such systems are not designed for the property management and are not easily adapted by participants.
Given the problematic nature of the current ad hoc system of handling service requests, it would be desirable to provide a system which overcomes these limitations.
SUMMARY OF THE INVENTIONIn one embodiment, the present invention mitigates or overcomes the forgoing limitations by providing a network-based system and method for creating, tracking and managing events such as service requests, maintenance reminders and other events associated with managing property.
A better understanding of the present invention can be obtained when the following detailed description of the preferred embodiments which are considered in conjunction with the following drawings, in which:
As described in detail herein, in one embodiment, the present invention mitigates or overcomes all of the forgoing limitations by providing an Internet-accessible property management system for creating and tracking events, also described as “incidents” herein, such as service requests, maintenance reminders and other events associated with managing property. These events are created and tracked regardless of whether they were initiated by a tenant or property manager, although they may be treated differently depending on the levels of authorization permitted to a particular tenant and property manger. Note that the owner administrator is often classified as a property manger with a particular set of attributes. Events such as service requests are stored in a database which in the present invention permits queries from registered users. Registers users are those tenants, property managers, vendors, owner representatives and others which have been issued a system ID and password. In one embodiment, all registered users can access the present invention via the Internet.
In one embodiment of the present invention, service requests are initiated when a registered user determines that service is needed. In the case where the service request initiator is a tenant, the tenant begins by using a browser to access the Internet and reach a web site supporting the present invention. The service request initiator logs onto the system at that web site with an assigned user ID and password. The service request initiator can then select a hypertext link to enter a new service request. The system prompts the service request initiator to use pull-down menus to enter data into various fields such as the type of location of the problem, type of service needed and urgency. The request initiator also enters a description of the nature of the problem requiring service and submits the service request by selecting a submission button. Additional information about the service requestor and time of the request is automatically entered into the request.
Once the service request is complete and submitted, the service request is entered into a relational database. All permitted users can now access this information via the Internet for the latest status which is guided and tracked by the present invention as will be described in greater detail below. In one embodiment, depending on the level of urgency and other parameters, at this point the service request can follow one of two paths, i.e., the default path or the fast track path.
Under the default path in one embodiment of the present invention, the property manager, upon logging onto the system, will be shown a hypertext link prompting him/her to initiate a request for quotation (“RFQ”) as follows and is described in more detail herein. Depending on the type of service and whether the property manager has identified vendors for this service type, the property manager can select a group of vendors who will be given the opportunity to provide a quote for the required service. If there are no vendors previously identified by the property manager for the type of service required, support is provided for the property manager to identify appropriate service vendors within a certain distance relative to the location requiring service. The property manager has the option to create his/her own service request description, append the tenant's description if desired, or if adequate, merely forward the tenant's description on to a vendor. The property manager can specify limitations on the desired repair timeframe, cost and types of responses the vendor can make. The service history can also be appended. In one embodiment, the service history is drawn from historical data in the database rather than entered manually by the property manager.
After the RFQ is transferred to the one or more vendors as specified by the property manager, those vendors will be notified by one or more of a variety of different methods that their response to the RFQ is requested. In one embodiment all notification methods are driven from the present invention and do not require additional human intervention. Those methods include: web site provided information, e-mail, pager activation, real-time synthesized telephone-delivered voice or voice mail, fax, paper mail, and transmission to a digital wireless device such as a personal digital assistant.
The vendor may become aware of the RFQ by one or more of the above methods and will use their Internet access to review the pending RFQ. A vendor can elect to decline the bid or, if he/she fails to respond at all, in one embodiment a property manager-defined time limit will cause the RFQ to timeout for that vendor. If the vendor wants to respond to the RFQ by submitting a bid, they will utilize the present invention via its web site on the Internet to indicate whether they want a site survey or not before the bid is submitted, supply an estimated cost and dates and times of commencement and completion of service. After entering any additional commentary, the vendor can select the “preview bid” button. A “bid” can take many form, for example, in one form of a bid, the vendor indicates that he/she will service the incident and will either bill later or cover the work under contract or warranty. This is a very simple ‘bid’ with no cost or time estimate, which may be present in other bids.
Under the fast track path in one embodiment of the present invention, the tenant's service request may be forwarded directly to a vendor if various parameters are met, such as classification on matter, cost and urgency. For instance, a service request regarding a dangerous electrical condition may be forwarded directly to a vendor, as well as notifying the property manager.
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This flow chart shows the basic logic of the registration process. The registration process supports the more complex cases where a user selects their user type and company and the more simple cases where the user is restricted to a single company. In the latter case, as shown in
In step 102 a new user types in the pre-existing invitation code they have received from those associated with the property management system. The property management system retrieves the invitation record from its database in step 104. The property management system queries the invitation record as to whether the invitation enables more than one user type in step 106, if it does, the user is permitted to select their user type, e.g., tenant, property manager, vendor, in step 108, and the processing returns to step 110, if not, the processing moves directly to step 110. Note that in one embodiment steps 106 and 108 are eliminated. In step 110 the property management system sets the user type based on the parameters as specified in the invitation and/or by the user as described herein. In step 112, analogous to step 106, the property management system queries whether the invitation allows the user to select their “entity”, e.g., their company, if it does, the user is permitted to select their entity in step 114, and the processing returns to step 116, if not, the processing moves directly to step 116. In step 116 the property management system sets the entity based on the parameters as specified in the invitation and/or by the user as described herein.
The property management system queries its database to determine whether the specified entity is new to the database in step 118. If the entity is a new entity, the user is allowed to enter entity specific information to help complete the information record on that entity in step 120 and the processing returns to step 122, if not, the processing moves directly to step 122. In step 122 the property management system allows the user to enter their personal identity and contact information, thereby completing the express guided user registration process.
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After location, the type of problem or desired service is specified. For example, in one embodiment of the present invention, the types of service requests descriptions associated with an incident include: alarm, electrical, elevator, fire sprinkler, heating, HVAC, Janitorial, Landport (operators of the property management system), landscaping, lighting, locksmith, noise abatement, plumbing, radiation protection, roof, tree trimming, etc. The user can define other services. The user also selects an urgency level associated with the service, which in one embodiment can be either low, medium, high or emergency. The level of urgency is defined to include a response within a particular time corresponding to the level of emergency. The user can also specify a range of preferred times for servicing in response to the incident, for example, 9 a.m. to 5 p.m. Finally, the user is prompted to add their description of the problem to help facilitate clear communications among those involved in this process.
The property management system creates a record in its database to contain this information regarding this incident, in step 204. In step 206, the property management system determines who is the property manager of the location of the reported incident. Step 206 is described in more detail in
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In step 406 the current location is redefined to be the parent of current location and the processing continues in step 410. In the property management system a hierarchy of property locations can be specified. For example, an office may reside on a certain floor in a certain building in a particular office complex controlled by a particular property management company or owner. In step 410 the property management system queries whether the parent location is null meaning that the top of the location hierarchy has been reached, if so the processing continues with step 412, otherwise, it returns to step 404. The loop comprising steps 404, 406 and 410 is repeated until either an assigned property manager is identified in step 404 or the parent location is null in step 410. In step 404, when a property manager is identified, the property management system proceeds to step 408 and sets the property manager variable for this incident to be the property manager of the current location and the property management system returns to step 206 in
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If the RFQ process is selected, e.g., in step 220 of
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In step 610 the property management system queries whether there is a message template specific to this particular type of channel, if so, the property management system proceeds to step 612, otherwise, it proceeds to step 614. In one embodiment the channels include transmission via e-mail, facsimile, telephone or voice mail, letter mail, pager messages, wireless data receiving devices such as personal digital assistants (known as “PDAs”), wireless voice receiving devices such as wireless mobile handsets, and other transmissions. Of course the user can always log into the system to see the effects of these actions, that triggered messages, on the status of the incidents displayed on their personal pages, rather than obtain these messages directly. In an alternative embodiment, the user can view these messages directly. Each channel can have more than one template depending on variations within the channel. In one embodiment the correspondent types include users, proxies, or absentee users. In step 612, there was a template specific to the selected channel so the property management system queries whether there is a message template specific to this channel and this correspondent type, if there is, then the property management system proceeds to step 616, otherwise, it proceeds to step 618. In step 616 the template matching the channel and correspondent type is selected and processing proceeds to step 620. In step 618 a channel specific, but not correspondent specific, template is selected for message generation. Back at step 610, if there was not a message template specific to this particular type of channel, the property management system proceeded to step 614. In step 614, the property management system queried whether there is a message template for the recipient's correspondent type, if not, then the property management system proceeds to step 622, otherwise, it proceeds to step 624. In step 622, the property management system selects a generic message template then the property management system proceeds to step 620. In step 624, the property management system selects a correspondent specific template then the property management system proceeds to step 620. In step 620, the property management system merges the template with context-sensitive variables associated with the creation of the message opportunity and the message is transmitted in step 626 to the recipient. In one embodiment the context sensitive variables include the responsible property manager, the date that the work is to be completed by and a description of the problem and/or service believed to be required.
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In the system and process for file upload and quarantine 800, a file is received for upload in step 802, then the property management system proceeds to step 804. In step 804, the property management system queries whether the user has permission to upload files, if not, the file is rejected in step 806, otherwise, the property management system proceeds to step 808. Note that the property management system has an initial file size filter built into the web server's configuration that filters out files larger than a particular size relative to the storage available to the server, thereby preventing overloading of the server's memory. In step 808, the property management system queries whether the file is a forbidden type, if it is a forbidden type then the file is rejected in step 806, otherwise, the property management system proceeds to step 810. In step 810, the property management system uploads the file to a quarantine area, then proceeds to step 812. In step 812, the property management system retrieves from its database a serial number and increments that serial number, overwrites the retrieved number in the database, then proceeds to step 814. The generic process of manipulating a database value with storing it locally, e.g., as described in step 812, is known, somewhat counterintuitively, as “increment and retrieve”. By way of example, if described properly, an update command in SQL (e.g., update MYTABLE set COUNT=COUNT+1 where ID=5477) in a program running on a computer in California may cause a database running on a computer in Colorado to increment a value, that value is not transmitted to California as a result of that instruction and the work is done locally in Colorado. In step 814, the property management system renames the file with the incremented serial number from step 812 in order to provide a unique identifier to the file, then the property management system proceeds to step 816. In step 816, the property management system queries whether the file is less than the maximum acceptable size, if not, the file is rejected in step 806, if it is, the property management system proceeds to step 818. In step 818, the property management system examines the file for viruses with commercially available software, if any viruses are found, the file is rejected in step 806, otherwise, the property management system proceeds to step 820. In step 820, the property management system moves the file from the quarantine area to Internet-accessible memory storage, then proceeds to step 822. In step 822, the property management system records the original file name/serial number relationship in its database, creating a database record, and proceeds to step 824. In step 824, the property management system links the file with the database object created in step 822 and completes the file upload and quarantine in step 826.
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In step 902, the property management system receives a request to split an incident and proceeds to step 904. In step 904, the property management system locates the root parent of the incident to split and proceeds to step 906. In step 906, the property management system increments and retrieves the last child serial number in the root parent record, then the property management system proceeds to step 908. In step 910 the property management system creates a new child incident record, duplicating all pertinent data. After step 910, the property management system proceeds to completion in step 912 of the system and process for splitting an incident 912.
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In step 1202 the notification message is created and the property management system proceeds to step 1204. In step 1204, the property management system generates a ‘random’ unique login token ID, e.g., by use of pseudo-random number generator, and proceeds to step 1206. In step 1206, creates a database record linking the login token to a user, then the property management system proceeds to step 1208. In step 1208, the property management system inserts a hypertext link containing the login token as a URL variable into the notification message thereby creating the message for transmission to the user in step 1210.
In step 1212, the user recipient of the notification message e-mail clicks on the their login token-enabled hypertext link, then the property management system proceeds to step 1214. In step 1214, the property management system receives the token and compares it against it's unique login token record, then proceeds to step 1216. In step 1216, the property management system queries whether the login token is nonexistent or has been spent, if so access is denied in step 1218 and the process for providing token-based logins 1200 is complete in step 1226, otherwise, the property management system proceeds to step 1220. In step 1220, the property management system marks the token as spent in its database and proceeds to step 1222. In step 1222, the property management system processes the user's commands and input as if they had logged in with a user name and password linked to the login token, then the property management system proceeds to step 1224. In step 1224, the property management system displays the target page to the user and proceeds to step 1226 which completes the process for providing token-based logins 1200.
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In step 1302, the property management system encounters a request to display annotation and next actions for an incident and proceeds to step 1304. In one embodiment, the ‘request’ is actually like a subroutine call made from the dynamically generated page template. This call is hard coded into the template source code and may triggered when a user causes that particular web page to be loaded (usually by taking some other action in the web site. In step 1304, the property management system retrieves next action records that match the current incident's business logic, correspondents, state, and this correspondent's roles and authority to access this incident, then the property management system proceeds to step 1306. In step 1306, the property management system queries whether a record contains addition criteria fields, if there are additional ‘criteria’ then the property management system proceeds to step 1308, if not, it proceeds to step 1310. In one embodiment the ‘criteria’ field is essentially a catch all for applying any number of requirements that would further limit this next action from being displayed to the user. Since it is interpreted as SQL code, there are lots of additional cases that can be covered that are not covered by the basic next action filtering criteria of incident state, correspondent's roles and authority, etc. For example one piece of text that can appear on the user's next action display is ‘previous bid was rejected’ This is displayed to vendors looking at an incident with an open service request for which they have already placed a bid that was rejected. For example, in one embodiment the CRITERIA query may include ‘select ID from BIDS where INCIDENT_ID=#this incident# and OWNER_ENTITY=#my_entity# and STATE=rejected’ If that SQL query yields one or more records, then there exist rejected bids for this incident and the ‘previous bid was rejected’ statement would be displayed to the vendor informing that if they rebid, they will have to do better, In step 1308, the property management system substitutes the criteria variable names with current context data and proceeds to step 1312. In step 1312, the property management system executes a resulting SQL query statement on its database and proceeds to step 1314. In step 1314, the property management system queries whether the database query returned any records, if not, the property management system proceeds to complete the process for generating a user ‘next action’ list 1300 in step 1316, although nothing additional is displayed to the user's page in this case), otherwise, the property management system proceeds to step 1310. In step 1310, the property management system queries whether the retrieved record contains a target uniform resource locator, known as a “URL”, if it does, the property management system proceeds to step 1318, otherwise, it proceeds to step 1320. In step 1320, the property management system displays the retrieved display notation as HTML text and proceeds to complete the process for generating a user ‘next action’ list 1300 in step 1316. In step 1318, the property management system substitutes the TARGET_URL variable names with current context data and proceeds to step 1322. In step 1322, the property management system displays notation as a hyperlink using the TARGET_URL variable text as href equals value, then the property management system proceeds to complete the process for generating a user ‘next action’ list 1300 in step 1316.
In one embodiment of the present invention the process of merging the context data with the TARGET_URL text stored in the next action database record 1300 is done with a string substitution. For example, suppose the TARGET_URL field is ‘pm_review_bid.Ipa?inc-_id=#Attributes.inc-_id#’. The property management system substitutes the variables (surrounded by ##) with the current context data. For example, if the property management system is processing incident 398, that would result in a target URL of ‘pm_review bid.Ipa?inc_id=398’. Then the property management system generates HTML text to be displayed to the user as a hypertext link. In this example, that would turn out to be ‘<a href=“pm_review_bid.Ipa?inc_id=398”>Review new bids</a>’ which would be directly inserted into the user's HTML page.
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In step 1402, the property management system encounters a request generate a list of available units and proceeds to step 1404. Corresponding to step 1402, in step 1406, the property management system encounters a request to generate a list of common units related to a particular unit and proceeds to step 1408. Returning to step 1404, the property management system retrieves the tenant's base unit records from its database and proceeds to step 1410. In step 1410, the property management system crates an empty list of common units and proceeds to step 1412. In step 1412, the property management system, for each base unit, retrieves a list of associated non-technical common units, then proceeds to step 1414. In step 1416, the property management system displays base areas and all non-technical units contained within and completes the process for determining a list of locations to display to a tenant 1400 for available units in step 1418. Returning to step 1408, the property management system creates a empty list of common units and proceeds to step 1420. In step 1420, the property management system queries whether the base unit has a COMMON_BASE, i.e., has common areas associated with the base unit, if so, the property management system proceeds to step 1422, otherwise, the property management system proceeds to step 1424 and completes the process for determining a list of locations to display to a tenant 1400 for common units. In step 1422, the property management system recursively retrieves all unit entries labeled as COMMON contained within the COMMON BASE unit and appends each to the common units list, then the property management system proceeds to step 1424 and completes the process for determining a list of locations to display to a tenant 1400 for common units.
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In step 1502, the property management system generates a message to be sent to a recipient wherein the message can be replied to by the recipient, then the property management system proceeds to step 1504. In step 1504, the property management system generates a unique sparse domain identifier correlating the message generated in the prior step 1502 with the message recipient and an associated incident and store it in the database in a record linked to the message, recipient and incident, then proceeds to step 1506. In step 1506, the property management system merges the identifier with the message to be sent and proceeds to step 1508. In step 1508, the property management system transmits the message to the recipient and proceeds to step 1510. In one embodiment the message is transmitted over the Internet. In another embodiment a network other than the Internet is used. In step 1510 the recipient receives and reads the e-mail message and replies to it, the property management system proceeds to step 1512. In step 1512, the reply message is transmitted to an e-mail server associated with the property management system, then the property management system proceeds to step 1514. In one embodiment the message is transmitted over the Internet. In another embodiment a network other than the Internet is used. In step 1514, the property management system parses the received message text into separate header information, message response and remaining text components and proceeds to step 1516. In step 1516, the property management system looks up the previously stored record generated in step 1504 in the database and the message's incident and senders identity information using the unique identification and proceeds to step 1518. In step 1518, the property management system queries whether the response is valid in view of the associated incident's state and the responding sender's identity, if not, then an error message is transmitted to the sender in step 1520 and the process for email based two-way messaging 1500 is complete in step 1522, otherwise, the property management system proceeds to step 1524. In step 1524, the property management system translates the user's parsed response into SQL to update its database according to the response, then proceeds to step 1528. In step 1528, the property management system attaches any unrecognized part of the message to the incident as a comment to ensure that the information is not lost and proceeds to step 1530. In step 1530, the property management system transmits an acknowledgement to the responding user and the process for e-mail based two-way messaging 1500 is complete in step 1522.
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In step 1602, the property management system cycles through and selects an incident with an open service request, then proceeds to step 1604. In step 1604, the property management system closes any expired RFQs on this incident and proceeds to step 1606. In step 1606, the property management system queries whether the incident being reviewed is a parallel service request, if so, the property management system proceeds to step 1608, if not, the property management system proceeds to step 1610. In step 1608, in parallel fashion, the property management system opens the next unopened RFQ on this service request and returns to step 1602, completing a cycle of the process for forwarding RFQs to vendors 1600. Returning to step 1610, given that the incident has been determined to be a serial and not a parallel service request, the property management system queries whether there is currently an unexpired RFQ open, if so, the property management system returns to step 1602, completing a cycle of the process for forwarding RFQs to vendors 1600, if not, the property management system proceeds to step 1612. In step 1612, the property management system opens the next unopened RFQ on this service request and proceeds to step 1614. In step 1614, the property management system queries whether there is currently an open RFQ on the incident it is examining, if so, the property management system returns to step 1602, completing a cycle of the process for forwarding RFQs to vendors 1600, if not, the property management system proceeds to step 1616. In step 1616, the property management system closes the currently open service request, notifies the property manager that the property manager no longer has any open RFQs on this service request, and returns to a state called, ‘recognized by propman’ in
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For purposes of illustration, the step of “done” in any figure may indicate a return to processing from the step that initiated the request or other steps waiting for the process to be completed.
Claims
1. A property management system for managing property utilized by a tenant, managed by a property manager, and serviced by a vendor, comprising: an incident report corresponding to an incident being generated by a correspondent, the correspondent selected from at least one of the tenant, the property manager and the vendor; a digital network for receiving the incident report from the correspondent; and a computer-based application for receiving the incident report from the digital network and storing the reported incident in a database, the database being accessible via the digital network to the tenant, the property manager and the vendor.
2. A property management system for managing property utilized by a tenant, maintained by a property manager, and serviced by a vendor, comprising: an incident report corresponding to an incident being generated by a correspondent, the correspondent selected from at least one of the tenant, the property manager and the vendor; a digital network for receiving the incident report from the correspondent; and a computer-based application for receiving the incident report from the digital network and storing the reported incident in a database, the database being accessible via the digital network to the tenant, the property manager and the vendor, the computer-based application generating a notification in response to the incident report, the notification being transmitted to the vendor via a notification method.
3. A property management system for managing property utilized by a tenant, maintained by a property manager, and serviced by a vendor, comprising: an incident report corresponding to an incident being generated by a correspondent, the correspondent selected from at least one of the tenant, the property manager and the vendor; a digital network for receiving the incident report from the correspondent; and a computer-based application for receiving the incident report from the digital network and storing the reported incident in a database, the database being accessible via the digital network to the tenant, the property manager and the vendor, the computer-based application generating a notification in response to the incident report, the notification containing information describing a work request, the notification being transmitted to the vendor via a notification method.
4. The property management system for managing property utilized by a tenant, maintained by a property manager, and serviced by a vendor as described in claim 2 wherein said notification method includes the transmission of the notification by electronic mail.
5. The property management system for managing property utilized by a tenant, maintained by a property manager, and serviced by a vendor as described in claim 2 wherein said notification method includes the transmission of the notification by facsimile.
6. The property management system for managing property utilized by a tenant, maintained by a property manager, and serviced by a vendor as described in claim 2 wherein said notification method includes the transmission of the notification by computer synthesized telephone-delivered voice or voice mail.
7. Those methods include: web site provided information, e-mail, pager activation, real-time synthesized telephone-delivered voice or voice mail, fax, paper mail, and transmission to a digital wireless device such as a personal digital assistant.
8. A method for facilitating the management of property by tracking a service request from a service requestor, comprising the steps of:
- receiving a digitized service request from the service requestor, the digitized service request being entered by the service requestor into a web-based interface accessed by a first computer;
- storing the digitized service request with a second computer, the second computer being programmed to receive and store the digitized service request automatically; and
- selecting with the second computer a receiver from a plurality of potential receivers corresponding to the digitized service request, the receiver having access to a third computer; and
- transmitting the digitized service request automatically to the third computer capable of displaying the digitized service request, the third computer being accessible to the receiver wherein the receiver is not the service requestor.
9. The method of claim 8 wherein the receiver is a property manager.
10. The method of claim 8 wherein the receiver is assisting a property manager.
11. The method of claim 8 wherein the receiver is a property owner.
12. The method of claim 8 wherein the receiver is assisting a property owner.
13. The method of claim 8 wherein the receiver is a service provider.
14. The method of claim 8 wherein the receiver is assisting a service provider.
15. The method of claim 8 wherein the computer plays an audio portion of the digital service request.
16. The method of claim 8 wherein the computer displays a visual portion of the digital service request.
17. The method of claim 8 wherein the computer is a personal computer.
18. The method of claim 8 wherein the digitized service request is transmitted over the Internet.
19. The method of claim 8 wherein the digitized service request is transmitted over a telephony network.
20. The method of claim 8 wherein the service requestor is a tenant.
21. The method of claim 8 wherein the service requestor is a building occupant.
22. A method for efficiently registering a user in a property management system, comprising the steps of:
- providing the user with an invitation to become a registered user of the property management system, the invitation being associated with some initial information about the user;
- receiving subsequent information solicited from the user by the property management system with the use of menu options, the menu options presented to the user being dependent at least in part on the initial information; and registering the user based on the initial information and the subsequent information.
23. The method of claim 22 wherein the initial information about the user is an associated company name.
24. The method of claim 22 wherein the registering step further comprises providing an ID and password combination to the new user.
25. The method of claim 22 wherein access to the subsequent information is limited to the registered user and an invitation-sponsoring entity associated with the property management system.
26. The method of claim 22 wherein the computer menu options allow the new user to select the type of property management system user they want to be.
27. The method of claim 26 wherein the computer menu options allow the new user to identify itself as a property manager to the property management system.
28. The method of claim 26 wherein the computer menu options allow the new user to identify itself as a building occupant to the property management system.
29. The method of claim 26 wherein the computer menu options allow the new user to identify itself as a service provider to the property management system.
30. A method for a property management system to relay at least part of a service request from a service requestor to a service provider without direct intervention by a property manager, comprising the steps of:
- receiving a service request from a service requestor, the service request being transmitted to the property management system;
- qualifying the service request with the property management system by at least one processing rule to determine eligibility for relaying at least part of a service request to a service provider; and
- relaying at least part of the service request from the service requestor to the service provider.
31. The method of claim 30 wherein the relaying step further comprises relaying additional information stored by the property management system associated with the service request.
32. The method of claim 30 wherein the additional information describes the primary location for fulfillment of the service request by the service provider.
33. The method of claim 30 wherein the additional information describes a cost limitation for fulfillment of the service request by the service provider.
34. The method of claim 30 wherein the additional information comprises a limitation on an amount of time allotted for the service provider to respond.
35. The method of claim 34 further comprising:
- relaying at least part of the service request from the service requestor to another service provider after failure of the service provider to respond within the amount of time allotted.
36. The method of claim 30 wherein the at least one processing rule uses a location associated by the property management system with the service requestor to determine whether the relaying step is permitted.
37. The method of claim 30 wherein the at least one processing rule uses a location and a type of service associated by the property management system with the service requestor to determine whether the relaying step is permitted.
38. The method of claim 30 wherein the at least one processing rule uses a type of service associated by the property management system with the service requestor to determine whether the relaying step is permitted.
39. The method of claim 30 wherein the at least one processing rule uses a location and a type of service associated by the property management system with the service requestor and a level of urgency and a description from the service requestor to determine whether the relaying step is permitted.
40. The method of claim 30 wherein the at least one processing rule uses a description from the service requestor to determine whether the relaying step is permitted.
41. The method of claim 30 wherein the at least one processing rule uses a type of service associated by the property management system with the service requestor and a level of urgency provided by the service requestor to determine whether the relaying step is permitted.
42. A computer-implemented method for a property management system to relay at least part of a service request from a service requestor to a recipient to assist in handling the service request, comprising the steps of:
- receiving a service request from a service requestor, the service request having a specified level of urgency and being received by the property management system;
- identifying a recipient;
- comparing with the property management system the specified level of urgency against contact preferences previously specified by the recipient; and
- relaying at least part of the service request from the service requestor to the identified property manager or property owner in conjunction with the contact preferences previously specified by the recipient.
43. The method of claim 42 wherein the service requestor is a tenant of the property associated with the service request, the tenant having access to the property management system.
44. The method of claim 42 wherein the recipient is a service provider.
45. The method of claim 42 wherein the recipient is a property manager for the property associated with the service request.
46. The method of claim 42 wherein the recipient is a property owner for the property associated with the service request.
47. The method of claim 42 wherein the specified level of urgency is selected from a plurality of levels.
48. The method of claim 42 wherein the specified level of urgency is selected from low, medium, high and emergency levels.
49. The method of claim 42 wherein the at least part of the service request is formatted with a message template selected based at least in part on information associated with the service request.
50. A method for a property management system to send a message to a property manager or property owner, comprising the steps of:
- storing service information with the property management system, the service information related to a property;
- identifying a message template compatible with a recipient's communications capability; and
- creating a message by formatting the service information and context-sensitive information with the message template.
51. The method of claim 50, further comprising the step of:
- transmitting the message to the recipient, the message describing service to be performed on the property.
52. The method of claim 50 wherein the message template is selected from a plurality of message templates, each message template being specific to one or more types of communication channels.
53. The method of claim 52 wherein the one or more types of communications channels includes communications via facsimile.
54. The method of claim 52 wherein communications via e-mail.
55. The method of claim 50 wherein the context-sensitive information includes at least one of the following: a name of a responsible property manager, a date that the work is to be completed by and a description of a problem and/or service.
56. The method of claim 50 wherein the message template is selected from a plurality of message templates based at least in part on the recipient's status as maintained in the property management system.
57. The method of claim 50 wherein the message template is selected from a plurality of message templates based at least in part on the recipient's communication channel as maintained in the property management system.
58. The method of claim 50 wherein the message template is selected from a plurality of message templates based at least in part on the recipient's status and the recipient's communication channel as maintained in the property management system.
59. A method for a property management system modify an existing incident comprising the steps of:
- storing a first incident for access by the property management system; and
- creating a second incident, the second incident being independent from and related to the first incident, the second incident having some information in common with the first incident and specifying at least one task not present in the first incident.
60. The method of claim 59 wherein the at least one task not present in the original incident is of a different service type.
61. A method for customizing a template supplied by a property management system, comprising the steps of:
- validating a user as a registered user of the property management system;
- allowing the registered user access to the property management system;
- transmitting data fields to the registered user;
- receiving information associated with some of the data fields; and
- storing the information with some indication of some of the data fields.
62. The method of claim 61 wherein at least some of the data fields contain a text field describing a service request.
63. The method of claim 61 wherein at least some of the data fields contain a pointer describing a request for quotation.
64. The method of claim 61 wherein at least some of the data fields contain a user-defined label describing a bid in response to a request for quotation.
65. The method of claim 61 wherein at least some of the data fields can be populated by the registered user.
66. A method for attaching text to a template supplied by a property management system, comprising the steps of:
- validating a user as a registered user of the property management system;
- allowing the registered user access to the property management system;
- transmitting data fields to the registered user;
- receiving information associated with some of the data fields; and
- storing the information in a database accessible to the property management system.
67. The method of claim 66 wherein at least some of the data fields contain a text field describing a service request.
68. The method of claim 66 wherein at least some of the data fields contain a pointer describing a request for quotation.
69. The method of claim 66 wherein at least some of the data fields contain a user-defined label describing a bid in response to a request for quotation.
70. The method of claim 66 wherein at least some of the data fields can be populated by the registered user.
71. A method for attaching text to a template supplied by a property management system, comprising the steps of:
- validating a user as a registered user of the property management system;
- allowing the registered user access to the property management system;
- transmitting data fields to the registered user;
- receiving html text associated with at least some of the data fields; and
- storing the html text accessible to the property management system.
72. The method of claim 71 wherein at least some of the data fields contain a text field describing a service request.
73. The method of claim 71 wherein at least some of the data fields contain a pointer describing a request for quotation.
74. The method of claim 71 wherein at least some of the data fields contain a user-defined label describing a bid in response to a request for quotation.
75. The method of claim 71 wherein at least some of the data fields can be populated by the registered user.
76. The method of claim 71 wherein the registered user can select which user-defined data field is displayed on a particular web page.
77. A method for attaching text to a template supplied by a property management system, comprising the steps of:
- validating a user as a registered user of the property management system;
- allowing the registered user access to the property management system;
- transmitting data fields to the registered user with previously associated information; and
- providing the registered user with an option to edit the information according to at least one rule if the registered user has access privileges.
78. The method of claim 77 wherein at least some of the data fields contain a text field describing a service request.
79. The method of claim 77 wherein at least some of the data fields contain a pointer describing a request for quotation.
80. The method of claim 77 wherein at least some of the data fields contain a user-defined label describing a bid in response to a request for quotation.
81. The method of claim 77 wherein at least some of the data fields can be populated by the registered user.
82. A method for handling user-customized information in a property management system, comprising the steps of:
- allowing a registered user access to the property management system;
- receiving from the registered user user-customized information; and
- transferring the user-customized information from a first database object supplied by the property management system to a second database object.
83. The method of claim 82 wherein the property management system transfers the user-customized information as a direct result of an action by the registered user.
84. The method of claim 82 wherein the property management system transfers the user-customized information as an indirect result of an action by the registered user.
85. The method of claim 82 wherein the first database object is associated with a bid and the second database object is associated with an incident.
86. A method for providing time-limited access to a property management system, comprising the steps of:
- receiving addressing information associated with a user;
- generating a token, the token allowing the user non-permanent access to the property management system;
- transmitting the token to the user using the addressing information associated with the user; and
- allowing the user non-permanent access to the property management system.
87. The method of claim 86 wherein the non-permanent access is only for one session if that session exceeds a time limit.
88. The method of claim 87 wherein the time limit is not longer than one day.
89. The method of claim 86 wherein the token allows the property management system to be demonstrated to the user as part of selling access to the user.
90. The method of claim 86 wherein the token allows the property management system to be demonstrated to the user as part of educating the user.
91. The method of claim 86 wherein the token is generated from a sparsely populated domain.
92. A method for providing time-limited access to a property management system, comprising the steps of:
- generating a token, triggered by a second user, the token allowing the first user non-permanent access to the property management system;
- transmitting the token to the first user; and
- allowing the first user time-limited access to the property management.
93. The method of claim 92 wherein the property management system associates an address with the first user and the token is transmitted to that address.
94. The method of claim 92 wherein the first user is registered with the property management system.
95. The method of claim 92 wherein the second user is registered with the property management system.
96. The method of claim 92 wherein both the first user and the second user are registered with the property management system.
97. The method of claim 92 wherein the token causes the information from a web page other than a home page to be initially provided to the user.
98. A method for a property management system to manage a service request, comprising the steps of:
- receiving a service request having a plurality of attributes;
- tracking the service request having a plurality of attributes;
- identifying a user of a particular class in a plurality of classes based at least in part on at least one of the plurality of attributes of the service request; and
- generating a list of one or more status messages with the property management system, the list of one or more status messages being related to the particular class of the user and the at least one of the plurality of attributes of the service request.
99. The method of claim 98 wherein the user is a property manager.
100. The method of claim 98 wherein the user is a property owner.
101. The method of claim 98 wherein the user is a vendor.
102. The method of claim 98 wherein the user is a tenant.
103. The method of claim 98 wherein the at least one of the plurality of attributes of the service request is a state of completion of the service.
104. The method of claim 98 wherein the at least one of the plurality of attributes of the service request is a past event associated with the service.
105. A method for a property management system to manage a service request, comprising the steps of:
- receiving a service request having a plurality of attributes;
- tracking the service request having a plurality of attributes;
- identifying a user of a particular class in a plurality of classes based at least in part on at least one of the plurality of attributes of the service request; and
- generating a list of one or more actions to be selected by user with the property management system, the list of one or more actions being related to the particular class of the user and one or more attributes of the service request.
106. The method of claim 105 wherein the user is a property manager.
107. The method of claim 105 wherein the user is a property owner.
108. The method of claim 105 wherein the user is a vendor.
109. The method of claim 105 wherein the user is a tenant.
110. The method of claim 105 wherein the at least one of the plurality of attributes of the service request is a state of completion of the service.
111. The method of claim 105 wherein the at least one of the plurality of attributes of the service request is a past event associated with the service.
112. The method of claim 105 wherein the list of one or more actions includes at least one recommended action.
113. The method of claim 105 wherein the at least one recommended action is visually accentuated.
114. The method of claim 98 wherein the list of one or more status messages is based at least in part on a database query.
115. The method of claim 105 wherein the list of one or more actions is based at least in part on a database query.
116. The method of claim 98 wherein the list of one or more status messages is based at least in part on a database query, the database query responding at least in part to information that is context-sensitive.
117. The method of claim 105 wherein the list of one or more actions is based at least in part on a database query, the database query responding at least in part to information that is context-sensitive.
118. The method of claim 105 wherein the list of one or more actions is transmitted to the user and contains hyperlinks for directing the user to corresponding web pages.
119. The method of claim 105 wherein the corresponding web pages direct the user to select an action.
120. The method of claim 98 wherein the list of one or more status messages is transmitted to the user and contains hyperlinks for directing the user to corresponding web pages.
121. The method of claim 98 wherein the corresponding web pages direct the user to select an action.
122. A method for a property management system to manage a service request, comprising the steps of:
- receiving a service request having a plurality of attributes;
- tracking the service request having a plurality of attributes; and
- generating a list of one or more locations to be selected by user with the property management system, the list of one or more locations being related to the user's status in the property management system.
123. The method of claim 122 wherein the list of one or more locations to be selected by user is transmitted to the user as a pull-down menu.
124. A method for a property management system to manage a service request, comprising the steps of:
- receiving a service request having a plurality of attributes;
- tracking the service request having a plurality of attributes; and
- generating a list of one or more locations to be selected by the user with the property management system, the list of one or more locations being related to a location associated with the user as stored in the property management system.
125. The method of claim 124 wherein the list of one or more locations to be selected by user is transmitted to the user as a pull-down menu.
126. A method for a property management system to manage a service request, comprising the steps of:
- initiating a service request based on information receive from a user; and
- generating a list of one or more locations to be selected by the user with the property management system, the list of one or more locations being related to a location associated with the user and another user as stored in the property management system.
127. The method of claim 126 wherein the list of one or more locations to be selected by user is transmitted to the user as a pull-down menu.
128. A method for a property management system to manage a service request, comprising the steps of:
- transmitting a message associated with the service request to a user, the message containing an identifier generated by the property management system;
- receiving a reply from the user, the reply containing the identifier;
- validating the identifier received from the user; and
- modifying the service request based at least in part on the reply from the user.
129. The method of claim 128 wherein the reply indicates that some service related to the service request has been completed.
130. The method of claim 128 wherein the identifier is a sparse domain identifier.
131. The method of claim 128 wherein the transmitting and/or receiving steps are via e-mail.
132. The method of claim 128 wherein the transmitting and/or receiving steps are via facsimile.
133. The method of claim 128 wherein the reply is not completely accepted by the property management system and a corresponding report is sent back to the user.
134. A method for automatically forwarding a service request directly from a reporter to a servicer without direct intervention by the site manager;
- receiving an incident report from a service requestor;
- qualifying the incident report by one or more processing rules to determine eligibility for forwarding to a servicer without requiring site manager interaction; and
- forwarding the incident report to a servicer.
135. A property management system comprising:
- an incident initiated by a correspondent, the incident being transmitted over network;
- a computer-based application for receiving the incident and storing a record of the incident in a database; and
- at least a portion of the record being transmitted to a service provider.
Type: Application
Filed: Mar 30, 2012
Publication Date: Jan 10, 2013
Inventors: Bart C. Thielges (San Jose, CA), David S. George (Santa Clara, CA), Thomas C. Siffermann, JR. (San Jose, CA)
Application Number: 13/506,130
International Classification: G06Q 50/16 (20120101);