CASCADING CALL NOTIFICATION SYSTEM AND METHOD
Systems and methods for notifying customers of ETAs associated with service orders are disclosed herein. A computer implemented method, according to various implementations, includes automatically receiving, by a service application, an ETA from a service order management system. The computer implemented method also includes automatically determining whether an en route notification is to be displayed on at least one servicer device associated with the service application, and automatically displaying the en route notification on the at least one servicer device in response to determining that the en route notification is to be displayed by the servicer device.
The present disclosure generally relates to service jobs, and more particularly relates to regulating service jobs.
BACKGROUNDRegarding interactions between businesses and customers, a business often may strive to provide reliable, hindrance-free services in order to foster quality customer service. In response to receiving good service, a customer is likely to return for additional business in the future and may also speak highly of the business with others. When businesses are able to satisfy customers with sound service practices, these businesses may be able to create strong relationships with customers built on dependability and quality. As a result, these businesses that provide excellent customer service are usually able to achieve long-term success.
SUMMARYThe present disclosure describes various systems and methods for notifying customers of ETAs associated with service orders. A notification management system, according to various implementations disclosed herein, comprises a plurality of servicer devices, each servicer device of the plurality of servicer devices including a service application and being communicatively connected to at least a service order management system, each service application of each servicer device of the plurality of servicer devices configured to automatically receive an estimated time of arrival (ETA) from the service order management system, automatically determine whether an en route notification is to be displayed on the servicer device, automatically display the en route notification on the servicer device in response to determining that the en route notification is to be displayed on the servicer device, receive from the servicer a selection to initiate a notification to a customer; and transmit a signal to the service order management system to notify the customer of the ETA in response to receiving the selection to initiate a notification to the customer.
A computer implemented method, according to various implementations, includes automatically receiving, by a service application, an ETA from a service order management system. The computer implemented method also includes automatically determining whether an en route notification is to be displayed on at least one servicer device associated with the service application, and automatically displaying the en route notification on the at least one servicer device in response to determining that the en route notification is to be displayed by the servicer device.
According to some embodiments, a non-transitory computer-readable medium encoded with computer-executable instructions may be included. The computer-readable medium may include logic adapted to automatically receive an ETA from a service order management system, logic adapted to automatically determine whether an en route notification is to be displayed on at least one servicer device, logic adapted to automatically display the en route notification on the at least one servicer device in response to determining that the en route notification is to be displayed on the at least one servicer device, logic adapted to receive from the at least one servicer device a selection to initiate a notification to a customer, and logic adapted to transmit a signal to the service order management system to notify the customer of the updated ETA upon receiving the selection to initiate a notification to the customer.
Various implementations described in the present disclosure may include additional systems, methods, features, and advantages, which may not necessarily be expressly disclosed herein but will be apparent to one of ordinary skill in the art upon examination of the following detailed description and accompanying drawings. It is intended that all such systems, methods, features, and advantages be included within the present disclosure and protected by the accompanying claims.
The features and components of the following figures are illustrated to emphasize the general principles of the present disclosure and are not necessarily drawn to scale. Corresponding features and components throughout the figures may be designated by matching reference characters for the sake of consistency and clarity.
The present disclosure describes systems and methods for managing service orders. Although various implementations of the present disclosure are described with respect to service orders related to the delivery and installation of goods, it should be understood that the present disclosure also may include other types of services without departing from the principles described herein. Other features and advantages will be apparent to one of ordinary skill in the art upon consideration of the general principles described herein, and all such features and advantages are intended to be included in the present disclosure.
According to various implementations, the customer 12 may provide the business 10 with personal information, such as name, address, phone numbers, e-mail addresses, etc., which can be used for contacting the customer 12, for instance, to confirm and/or provide the intended services to be provided in accordance with a service order. In some cases, the personal information may include a phone number that is not the number associated with a service location. For example, the phone number provided in a service order may be a specific number that the customer wants as the primary contact number for the intended service. For example, the primary contact number in one embodiment may be a work number, cell phone number, relative's number, neighbor's number, landlord's number, building manager's number, or the number of any person who may allow access to the service location on the customer's behalf. Other ordering information may be exchanged or created, including special instructions for delivery, unpacking or assembly requests, and/or installation requests. Orders can usually be taken in any number of ways, including transactions in person, by phone, by mail, by e-mail, by the Internet, or by other ordering methods. The business 10 may provide a service order containing some of this order information to the service group 14 so that the service group 14 can perform the service properly. The service order containing the order information may be provided by an automatic ordering system, by facsimile device, by e-mail, by phone, or in any other manner. The service group 14 may pick up products, as necessary, from the business's store, warehouse, supplier, etc., and deliver the products to one or more customers 12. In accordance with some embodiments, the customer 12 may provide additional service instructions directly to the service group 14.
The service managers 26 may be field managers, regional managers, or local managers who manage one or more service providers 28, often in a particular region and/or for a specific client. The service managers 26 may also manage one or more internal servicers 24. The service providers 28 manage a number of servicers 30, who may be employed by the service providers 28 or may be independent contractors. The servicer 30 may be the individual or team representing the service group 20 (or service group 14 shown in
The client systems 38 may represent any business, such as the business 10 described with respect to
According to various embodiments of
Service order management system 36 may include one or more application servers 31, which may include an order management system 52 (further described in
In some embodiments, each component of the service order management system 36, as shown, may include multiple components on multiple computer systems of a network. For example, the managed services 22 of the service group may comprise computer servers, such as application servers, file servers, database servers, web servers, etc., for performing various functions described herein. The computer servers of the service order management system 36 may for example be physically separate computer servers or servers in a VMware ESXi 4.0 virtual environment, among other implementations. In addition, the internal servicers 24, service managers 26, service providers 28, and/or servicers 30 may utilize laptop or desktop computer systems, which may form part of the service order management system 36 and may be used for accessing the computer servers as needed.
The one or more servicer devices 33 may be a device used by a servicer and may be a mobile phone, other handheld device, laptop computer, or other types of device. A service application 35 may be software executing on the servicer device 33. Also, the servicer device 33 may provide a user interface to a servicer that is provided by the service application 35. The servicer device 33 and service application 35 may be used by servicers and others that are involved with the customer service or delivery. The one or more servicer devices 33 may communicate with any component of the service network system 34, for example, by the use of communication network 44.
As shown in the embodiment of
The processing device 48 may be one or more general-purpose or specific-purpose processors or microcontrollers for controlling the operations and functions of the computer processing system 46. In some implementations, the processing device 48 may include a plurality of processors, computers, servers, or other processing elements for performing different functions within the computer processing system 46.
The memory device 50 may include one or more internally fixed storage units, removable storage units, and/or remotely accessible storage units, each including a tangible storage medium. The various storage units may include any combination of volatile memory and non-volatile memory. For example, volatile memory may comprise random access memory (RAM), dynamic RAM (DRAM), etc. Non-volatile memory may comprise read only memory (ROM), electrically erasable programmable ROM (EEPROM), flash memory, etc. The storage units may be configured to store any combination of information, data, instructions, software code, etc. The one or more programs 53 and database 56 may be stored in one or more memory devices 50 and run on the same or different computer systems and/or servers.
The input/output devices 58 may include various input mechanisms and output mechanisms. For example, input mechanisms may include various data entry devices, such as keyboards, keypads, buttons, switches, touch pads, touch screens, cursor control devices, computer mice, stylus-receptive components, voice-activated mechanisms, microphones, cameras, infrared sensors, or other data entry devices. Output mechanisms may include various data output devices, such as computer monitors, display screens, touch screens, audio output devices, speakers, alarms, notification devices, lights, light emitting diodes, liquid crystal displays, printers, or other data output devices. The input/output devices 58 may also include interaction devices configured to receive input and provide output, such as dongles, touch screen devices, and other input/output devices, to enable input and/or output communication.
The interface devices 60 may include various devices for interfacing the computer processing system 46 with one or more other computer processing systems 46 of the service network system 34 via any type of communication system, such as the communication networks 44. The interface devices 60 may include devices for communicating with the client systems 38 and customer systems 42. The interface devices 60 may include a telephone/voice interface device for controlling an IVR device and accessing a telephone network. Also, interface devices 60 may include various devices for interfacing with a data network, such as the Internet, to enable the communication of data. In some examples, the interface devices 60 may include Dialogic cards, Dialogic Diva softiP software, Envox, a voice over Internet protocol (VoIP) device, or other hardware or software interface elements.
The order management program 52 of the present disclosure may be implemented in hardware, software, firmware, or any combinations thereof. In accordance with one embodiment, the order management program 52 may be implemented in software or firmware that is stored on a memory device (e.g., memory device 50) and that is executable by an instruction execution system (e.g., processing device 48). The order management program 52 may be implemented as one or more computer programs stored on different memory devices or different computer systems of a network. If implemented in hardware, the order management program 52 may be implemented using discrete logic circuitry, an application specific integrated circuit (ASIC), a programmable gate array (PGA), a field programmable gate array (FPGA), or any combinations thereof.
As illustrated in this embodiment of
The service order receiving module 66 of
The routing module 68 may retrieve all the service orders to be fulfilled in a particular service day (e.g., the next calendar day or next business day) from the service orders received by the service order receiving module 66. The routing module 68 may use up-to-date road map information, travel time estimation software, service performance times representing a typical amount of time required to perform each specific service, and/or other factors for determining efficient routes for one or more servicers who are capable and/or qualified to perform the services. Records of the availability and qualifications of multiple servicers may also be kept to help optimize the service schedules. These and other factors may be considered in the calculations by the routing module 68 to determine efficient routes, service areas, servicers, service schedules, and other related routing information. Ultimately, the routing module 68 may provide a plurality of service schedules, where each service schedule is given to a servicer or service team to perform a number of service jobs in a particular service day.
The automated calling module 70 may be configured as or associated with an IVR device. The automated calling module 70 may include an automatic dialer or other automated telephone device configured to automatically place telephone calls to the customers. In some embodiments, the automated calling module 70 may include logic for suspending calls that are being made to telephone numbers on a “do not call” list. When an automated call is made to the customer, the automated calling module 70 may play a predetermined script and include relevant service order information, such as the items being delivered, the services to be performed, the servicer's ETA, or other information. Additionally, the automated calling module may be configured to leave a voice mail for the customer if the automated call is not answered.
The confirmation call module 72 and/or en route call module 74 may be configured to offer several options to the customer in response to the indication of the scheduled service order fulfillment information. For example, the respective call module of the automated calling module 70 may allow the customer to confirm that the customer is available to receive the scheduled service. The customer may be given an option to re-schedule the service, if necessary, using voice and/or keypad entries. Also, the customer may be given an option to transfer the call from the IVR to a live operator. In some embodiments, the customer may also be given an option to opt out of the service altogether. According to some implementations, the confirmation call module 72 and/or en route call module 74 may prompt the customer to enter his or her choices by speaking into the headset (when voice recognition software is being utilized) and/or by pressing numbers on the customer's telephone keypad.
In accordance with one embodiment of the automated calling module 70, the confirmation call module 72 may be configured to place a call to the customer several hours or days before the scheduled service time. For example, the call may be placed the evening before the scheduled service day. The purpose of this conformation call may be to inform the call's recipient of a large service time window (e.g., a four hour window from 1:00 P.M to 5:00 P.M.) during which the service is likely to take place. This allows the customer to make arrangements to provide adequate access to the servicer's destination when the servicer arrives. In some embodiments, the customer may be given an option to connect to a live operator if desired. This feature may allow the customer to receive additional information about the service order, change the service time, or other actions that may require a live operator.
In accordance with some embodiments, a second call may be made using the en route call module 74. The en route call module 74 may be configured to call the customer at a “call-ahead time,” which may be defined as a calculated time of day before the servicer's ETA at a particular service destination. The call-ahead time may be based on the ETA and a predetermined advanced-warning time period. For example, in one embodiment, the predetermined advanced-warning time period, or notification window, may be set to a minimum of 2 minutes and a maximum of 60 minutes. For example, if the ETA is calculated to be 3:30 p.m., the en route call module 74 may be configured to ask the servicer if the servicer would like to initiate the second call at 2:30 p.m. (i.e., the call-ahead time or notification window equals the ETA minus the predetermined advanced-warning time period). However, other minimum and maximum time periods may be used for the advanced-warning time period. In accordance with one embodiment, the predetermined advanced-warning time period is determined by the system and applied to all service orders in the same manner.
This second call, or en route notification, may be more accurate because it is based on real-time conditions and is based on the ETA received and/or calculated by the ETA module 78 and any additional information input by the servicer in the field. In some embodiments, the servicer may simply enter the ETA based on the servicer's knowledge of particular routes, traffic conditions, and/or other factors. For example, if the servicer is delayed based on unforeseen events earlier in the service day, the ETA module 78 provides an ETA that is an accurate time estimate, and the en route call module 74 may notify the customer of the more accurate time estimate. Further, the ETA may be communicated to the customer, or other recipient specified in the service order, as a range of times. For example, the ETA for the servicer to arrive at the applicable destination may be between 3:20 p.m. and 3:40 p.m.
The service status receiving module 76 may be configured to receive information from the servicers regarding the status of the services performed by each servicer. Also, the service status receiving module 76 may receive information regarding the current location of the servicers and the servicers' next destinations. In one embodiment, the service status receiving module 76 may receive information related to the starting locations of the servicers and may record various service destinations and arrival times throughout the service day. In some embodiments, these records may be used to adjust the processes used by the routing module 68. Also, this information may be used to determine or refine travel times from various starting locations to the various service destinations.
In accordance with one embodiment, the ETA module 78 may be configured to utilize similar algorithms used by the routing module 68 to calculate the servicer's estimated travel time between two points (e.g., from one service destination or starting location to a next service destination). The ETA module 78 may be configured to calculate the time of day that the servicer may be expected to reach the next service destination based on the servicer's starting location, the time when the servicer is leaving the starting location or previous service destination, the estimated travel time based at least on map routing characteristics, and other factors. In one embodiment, the ETA module 78 calculates the ETA upon receipt of the selected next service destination from the servicer. The servicer may send his/her choice of the next destination to the ETA module 78 in a number of ways including utilizing, for example, a mobile phone, telephone, portable facsimile machine, a handheld device, or other communication device. In some embodiments, the servicer may communicate with a dispatcher who is associated with the service group and is able to enter the applicable information into the system.
In some embodiments, the ETA module 78 (
For example, the servicer may add time to the ETA to fill up the servicer's vehicle with gasoline, to stop for lunch, to take a break, to account for traffic, to account for road and/or weather conditions, or other factors that may not be anticipated by the ETA module 78. In this case, the ETA module 78 may adjust the ETA calculations based on the selection or communication made by the servicer. For example, if the ETA module 78 provides an initial ETA of 3:00 p.m., the servicer may adjust the ETA to 3:15 p.m. in order to take a fifteen minute break. Additionally, the servicer may subtract time from the ETA when, for example, traffic congestion is less than anticipated by the ETA module 78, the servicer takes a quicker, alternative route to the destination that is not provided by the ETA module 78, or other ways in which the servicer plans to arrive at the destination earlier than the ETA module 78 anticipated. In this case, the ETA module 78 may also adjust the ETA calculations based on the selection or communication made by the servicer. For example, if the ETA module 78 provides an initial ETA of 3:00 p.m., the servicer may adjust the ETA to 2:45 p.m. if the servicer takes a quicker, alternative route to the destination that is not provided by the ETA module 78, and the servicer believes it will decrease the ETA time by fifteen minutes.
In some embodiments, the automated calling module 70 may be configured to place one call at a time. Therefore, if the calculated call-ahead times for different servicers travelling to different customers happens to be the same, the automated calling module 70 may prioritize the calls to allow one call to be made before another. This sequence of calls may be created using any combination of prioritizing algorithms. Additionally, in some embodiments, all en route notification calls are prioritized and placed ahead of any other type of call in the queue of the automated calling module 70.
Referring again to
According to some embodiments of the service order management system 36, the servicer may communicate with the service order management system 36 without the use of a handheld device. For example, the servicer may carry a copy of the service schedule, which may include, for example, the names and addresses of the customers, service order numbers, expected service times or other information. The servicer may also carry route sheets, manifests, directions between service destinations and other useful paperwork. Without a handheld device, the servicer may use a mobile phone to communicate with an IVR system associated with the service order management system 36. The IVR system may be configured to prompt the servicer through a number of selections and menus to track the servicer's location or progress and/or to enable communication of other information. In this respect, the service order management system 36 may be configured to enable the servicer to select options over a mobile phone or land line phone to indicate the completion of the service jobs, indicate the next destination or service order number of the next destination, or enter an ETA to reach the next destination.
The processing device 710 may be one or more general-purpose or specific-purpose processors or microcontrollers for controlling the operations and functions of the servicer device 33. In some implementations, the processing device 710 may include a plurality of processors, computers, servers, or other processing elements for performing different functions within the servicer device 33. The processing device 710 may be configured to execute functions and processes of the servicer application 35.
The memory device 720 may include one or more internally fixed storage units, removable storage units, and/or remotely accessible storage units, each including a tangible storage medium. The various storage units may include any combination of volatile memory and non-volatile memory. For example, volatile memory may comprise random access memory (RAM), dynamic RAM (DRAM), etc. Non-volatile memory may comprise read only memory (ROM), electrically erasable programmable ROM (EEPROM), flash memory, etc. The storage units may be configured to store any combination of information, data, instructions, software code, etc. The memory device 720 may be configured to store the servicer application 35.
The input/output 730 may include various input mechanisms and output mechanisms. For example, input mechanisms may include various data entry devices, such as keyboards, keypads, buttons, switches, touch pads, touch screens, cursor control devices, computer mice, stylus-receptive components, voice-activated mechanisms, microphones, cameras, infrared sensors, or other data entry devices. Output mechanisms may include various data output devices, such as computer monitors, display screens, touch screens, audio output devices, speakers, alarms, notification devices, lights, light emitting diodes, liquid crystal displays, printers, or other data output devices. The input/output 730 may also include interaction devices configured to receive input and provide output, such as dongles, touch screen devices, and other input/output devices, to enable input and/or output communication.
The interface devices 740 may include various devices for interfacing the servicer device 33 with one or more other component of the service network system 34 via any type of communication system, such as the communication networks 44. The interface devices 740 may include a telephone/voice interface device for controlling an IVR device and accessing a telephone network. Also, interface devices 740 may include various devices for interfacing with a data network, such as the Internet, to enable the communication of data. In some examples, the interface devices 740 may include Dialogic cards, Dialogic Diva softiP software, Envox, a voice over Internet protocol (VoIP) device, or other hardware or software interface elements.
Also, interface 920 may include an indication of the order number or number of orders, such as order indicator 923, and an indication of particular customer information, such as customer information 924, which may include the customer's name, address, phone number, and other types of contact information, among other information that may be useful or relevant for the servicer. Moreover, interface 920 may include a stop exceptions button 926, which takes the service application 35 to a different interface that enables the servicer to view, add, or delete exceptions for that particular stop. The stop exceptions button 926 may be selected by the servicer if the servicer encounters an unexpected occurrence during the service. For example, if the customer or another is not at the location service is to be rendered when the servicer arrives, the servicer may select or otherwise input such information upon selecting the stop exceptions button 926. Also, by way of example, if the servicer is outside of the service window when the servicer arrives at the location of service or the servicer is a certain period of time before or after the ETA provided, the servicer may select or otherwise input such information upon selecting the stop exceptions button 926. Interface 920 includes an additional services button 925, and a current shipment status 927. When the additional services button 925 is selected, an additional services window may pop-up that may include additional services requested or otherwise to be provided by the servicer. For example, additional services may include assembly or installation of a delivered item, disassembly of an item to be picked up, or carrying the delivered or picked up item up or down stairs, among others. For the current shipment status 927, “OPN” indicates the shipment is open (i.e., the shipment has been dispatched to the driver). Additionally, other current shipment status indicators may be used including “ATP” (at pickup), “ONB” (on board), “ATD” (at destination), “CLS” (closed), “AOH” (arrived at origin hub), “DAL” (dropped at line haul), “OHD” (arrived at destination), “ADH” (arrived at destination hub), “PUD” (picked up at destination), among others.
Additionally, interface 930 may be illustrative of an interface that is provided before an en route call has been made. Interface 930, in the current embodiment, includes all of the components and indicators of interface 920, but for a different stop, such as ETA indicator 931, status symbol 932, order indicator 933 (similar to 923), customer information 934, and stop exceptions button 935. However, such a configuration is not required, and interface 930 may not include all of the components and indicators of interface 920. Also, the servicer may modify or update the service window or ETA for each stop by selecting ETA indicator 921 or 931, respectively (as described below in regard to
Also,
In the current embodiment, the servicer may select the update ETA button 1113, which will take the servicer to the update ETA interface 1010, described above in regard to
Additionally, three additional buttons (1213a, 1213b, and 1213c) are provided in the current embodiment. Clear filter button 1213a enables the dispatcher to clear any filter they have applied to the service application 35, mass update button 1213b enables the dispatcher to update all of the information they are provided with from the service application 35, and resequence stops button 1213c enables the dispatcher to resequence the stops for a particular servicer the dispatcher is assisting and keeping track of. Action arrow 1214 enables the dispatcher to take a multitude of actions in regard to the associated service or customer. For example, by selecting the action arrow 1214 associated with a particular customer, the dispatcher can adjust the ETA, adjust the route, cancel a service, or initiate an en route notification call, among others.
The dispatcher interface 1210 also has a number column 1215 that represents the order that the customer is in the stop sequence, a type column 1216, and an alert column 1217 that can include a multitude of different alerts. For example, as can be seen in the figure, an icon of a telephone is shown in the alert column 1217. The icons displayed in the alert column 1217 may enable the dispatcher to perform different functions and notify the dispatcher of different things. In the current embodiment, depending on the color of the telephone icon, the dispatcher can know whether an ETA notification has been made, and whether or not the ETA notification was successful, if it was made. Moreover, dispatcher interface 1210 may include a customer identification column 1218, a reference column 1219, a schedule service column 1220 (which may contain the same information as the service window 1015 of
As indicated in block 1508, the process begins, and in block 1510, a service order for a particular service is received. The service may include any type of service, such as a delivery, maintenance, repair, or other service. As indicated in block 1512, the service schedules for one or more servicers are determined. The schedules may be grouped based on the service locations of multiple service orders received, the types of services to be performed, or other factors. In some embodiments, the servicer may be given access to tools to help create an efficient schedule, based on pick-up locations (if applicable), service locations, delivery locations, estimated travel times and distances between service locations, left turn minimization algorithms, and/or other criteria. In some embodiments, multiple service schedules may be sent to multiple servicers, whereby the method may be repeated for each servicer.
As indicated in block 1514, the method includes automatically calling or communicating with the customer to notify the customer of the scheduled service order and the service window. The notification call may allow the customer to confirm the service order or provide feedback about whether the service and service time window are acceptable to the customer. For example, confirmation can be made by the user pressing a touch tone button on the telephone receiver, speaking a command to a voice recognition device, selecting a “confirm” or “yes” button in an e-mail, or by another method. In some embodiments, the customer may be enabled to re-schedule, cancel or postpone the scheduled service. As indicated in block 1516, the method includes enabling the customer to connect with a live operator if desired. For example, the user may be prompted to press a touch tone button or speak a command to initiate connection with the live operator. The process ends at block 1518.
First, the method starts, as indicated by element 1608. As indicated in block 1610, the method includes listing or indicating all items that are to be loaded for the servicer's schedule. Such items can be stored in one or more locations and in one or more areas of a location. Additionally, the service application 35 may show different lists for each servicer or each servicer may have a particular indicator associated with the items to be loaded for each servicer's schedule. As indicated in block 1612, the method includes receiving an indication from a user (e.g., servicer) that an item has been loaded for a particular servicer to deliver in their upcoming servicing schedule. In the current embodiment, indicating that an item has been loaded can include scanning a code (e.g., bar code, QR code, among others) on the item or on something associated with the item with a device associated with the service application 35 or other aspect of the service order management system 36, inputting a package identification number on the service application 35 or other aspect of the service order management system 36, among other ways which one skilled in the art would know of. In some embodiments, if an item is mistakenly loaded for a particular servicer, the service application 35 of other aspect of the service order management system 36 that was used to identify the item will not recognize the item or reject the item to be loaded. Additionally, if an item is one that is loaded for a servicer to be delivered in that servicer's upcoming servicer's schedule, the service application 35 or other aspect of the service order management system 36 may indicate on the list that the item has been loaded by, for example, changing the color of the item, changing an associated icon of an item, or removing the item from the list, among other ways.
In block 1614, after indication is received that an item has been loaded (per block 1612), the service application 35 or other aspect of the service order management system 36 that is being used will show the remaining items to be loaded. If there are more items to be loaded for a particular servicer, then the method will return back to block 1610. However, if all items have been loaded for a particular servicer's schedule, then the method moves to block 1616, and the method ends for the particular servicer's schedule. In the current embodiment, that particular servicer is then able to begin their servicing schedule. In some embodiments, a servicer may not have any items to load because their scheduled stops require a service or pick up to be made by the servicer.
As indicated in block 1712, the service application 35 will continuously update the displayed service schedule. In the current embodiment, once the service application 35 is accessed at the beginning of the day or before the route begins, the initial scheduled ETAs are loaded on the service application 35, which is accessed by the servicer on the servicer's device. The device may use pull technology to receive the information from the service order management system 36, particularly the order management program 52 and database 56. Additionally, updates made to the ETAs and order of stops may be pulled from the service order management system 36. In some embodiments, push technology or any other type of technology may be utilized to send the information from the service order management system 36 to the device. In the current embodiment, once the ETAs are loaded to the device, a notification may be set on the device operating system to trigger a device notification when the ETA is within the notification window. In some embodiments, the service application 35 does not need to be active or running on the device for an ETA notification to occur. However, in other embodiments, the ETA notification may be triggered and stored in the service application 35.
As previously discussed, the notification window is a period of time before the ETA of a scheduled stop. For example, if the ETA of a scheduled stop for a particular servicer is 4:30 P.M., and the notification window is, for example, a maximum of one hour and a minimum of two minutes, the notification window is between 3:30 P.M. and 4:28 P.M. As indicated by block 1714, once the ETAs and notification windows are configured and updated, the service application 35 determines if the current time is within the notification window of any scheduled stops. If the current time is not within the notification window for any scheduled stop, then the process goes back to block 1712 where routine updates may occur in the service application 35. However, if the ETA notifications are stored on the servicer's device, then the service application 35 updates are not required to occur before a notification on the device will be triggered. If the current time is within the notification window, then the service application 35 will utilize the service order management system 36 and/or the order management program 52 and database 56 to determine if an en route notification pop-up has already been displayed that provided the current ETA, as seen in block 1716. If an en route notification pop-up has already been displayed that provided the current ETA, then the method will return to block 1712. However, if an en route notification pop-up has not been displayed that provided the current ETA, then the service application 35 will display the en route notification interface pop-up (block 1718), such as that shown in
If the servicer selects remind, as shown by block 1722, then the service application 35 will wait a predetermined amount of time (e.g. 5 minutes), shown by block 1724, and then the method will return to block 1718. In the current embodiment, during the predetermined amount of time, the servicer will be enabled to use all of the features of the service application 35 that the servicer is normally able to use (e.g., as shown in
As indicated by block 1726, if the servicer selects update ETA, then the service application 35 shows the interface of
Finally, if the servicer selects initiate call, as shown by block 1738, then the service application 35 will utilize the service order management system 36 to determine if an en route notification has already been made for the particular stop at issue, shown in block 1740. If an en route notification has already been made, then the service application 35 notifies the servicer that an en route notification has already been made to this stop (block 1742), and prompts the servicer to determine if they would like to continue at block 1744 (i.e. if they would still like to initiate an en route notification even though an en route notification has already been made for that particular stop). If the servicer decides they would like to continue, then an en route notification is initiated, as shown at block 1746. If the servicer determines they would not like to continue, then the method returns to block 1712. If no en route notification has been made for the particular stop at issue, then an en route notification is initiated, as shown at block 1746.
In order to provide the en route notification of block 1746, the en route call module 74, shown in
As previously described, in some embodiments, a dispatcher may be used to assist and keep track of one or more servicers. The service application 35 may be used and accessed by servicers, dispatchers, and others that are involved with the customer service or delivery dispatch. The dispatchers, in the current embodiment and as seen in
The flow diagrams shown in
The order management program 52, which comprises an ordered listing of executable instructions for implementing logical functions, may be embodied in any computer-readable medium for use by any combination of instruction execution systems or devices, such as computer-based systems, processor-controlled systems, etc. The computer-readable medium may include one or more suitable physical media components configured to store the software, programs, or computer code for a measurable length of time. The computer-readable medium may be any medium configured to contain, store, communicate, propagate, or transport programs for execution by the instruction execution systems or devices.
One should note that conditional language, such as, among others, “can,” “could,” “might,” or “may,” unless specifically stated otherwise, or otherwise understood within the context as used, is generally intended to convey that certain embodiments include, while other embodiments do not include, certain features, elements and/or steps. Thus, such conditional language is not generally intended to imply that features, elements and/or steps are in any way required for one or more particular embodiments or that one or more particular embodiments necessarily include logic for deciding, with or without user input or prompting, whether these features, elements and/or steps are included or are to be performed in any particular embodiment.
It should be emphasized that the above-described embodiments are merely possible examples of implementations, merely set forth for a clear understanding of the principles of the present disclosure. Any process descriptions or blocks in flow diagrams should be understood as representing modules, segments, or portions of code that include one or more executable instructions for implementing specific logical functions or steps in the process, and alternate implementations are included in which functions may not be included or executed at all, may be executed out of order from that shown or discussed, including substantially concurrently or in reverse order, depending on the functionality involved, as would be understood by those reasonably skilled in the art of the present disclosure. Many variations and modifications may be made to the above-described embodiment(s) without departing substantially from the spirit and principles of the present disclosure. Further, the scope of the present disclosure is intended to cover any and all combinations and sub-combinations of all elements, features, and aspects discussed above. All such modifications and variations are intended to be included herein within the scope of the present disclosure, and all possible claims to individual aspects or combinations of elements or steps are intended to be supported by the present disclosure.
Claims
1. A notification system comprising:
- a plurality of servicer devices, each servicer device of the plurality of servicer devices including a service application and being communicatively connected to at least a service order management system, each service application of each servicer device of the plurality of servicer devices configured to automatically receive an initial estimated time of arrival (ETA) from the service order management system, automatically display an en route notification on the servicer device when it is determined that the initial ETA is within an ETA notification window, the en route notification enabling a servicer to enter a modified ETA, receive from the servicer a selection to initiate a notification to a customer and the modified ETA; and responsive to receiving the selection to initiate the notification to the customer and the modified ETA, transmit a signal to the service order management system to notify the customer of the modified ETA, wherein enabling the servicer to enter the modified ETA enables the service order management system to notify the customer of the modified ETA which is more accurate than the initial ETA.
2. (canceled)
3. (canceled)
4. The notification system of claim 1, wherein the ETA notification window is within about one hour prior to the initial ETA.
5. The notification system of claim 1, wherein the ETA notification window is from one hour prior to the initial ETA to two minutes prior to the initial ETA.
6. The notification system of claim 1, wherein the service application is further configured to:
- upon receiving an adjustment to a stop duration or the modified ETA from the servicer, cascade the adjustment and the modified ETA to subsequent stops of the servicer.
7. The notification system of claim 1, wherein the service application is executed on a mobile device of the servicer.
8. The notification system of claim 1, wherein the service order management system is further configured to and enable at least one dispatcher to communicate with the servicer device.
9. A computer implemented method comprising:
- automatically receiving, by a service application, an initial ETA from a service order management system;
- automatically displaying the en route notification on the at least one servicer device when it is determined that the initial ETA is within an ETA notification window, the en route notification enabling a servicer to enter a modified ETA;
- upon displaying the en route notification on the at least one servicer device, receiving from the at least one servicer device a selection to initiate a notification to a customer and the modified ETA;
- and
- responsive to receiving the selection to initiate a notification to the customer, transmitting a signal to the service order management system to notify the customer of the modified ETA, wherein enabling the servicer to enter the modified ETA enables the service order management system to notify the customer of the modified ETA which is more accurate than the initial ETA.
10. (canceled)
11. (canceled)
12. The computer implemented method of claim 9, wherein the initial ETA notification window is within about one hour prior to the initial ETA.
13. The computer implemented method of claim 9, wherein the ETA notification window is from one hour prior to the initial ETA to two minutes prior to the initial ETA.
14. The computer implemented method of claim 9, further comprising:
- upon receiving an adjustment to a stop duration or the modified ETA from the servicer, cascading the adjustment and modified ETA to subsequent stops of the servicer.
15. The computer implemented method of claim 9, wherein the service application executes on a mobile device of the servicer.
16. A non-transitory computer-readable medium encoded with computer-executable instructions, the computer-readable medium comprising:
- logic adapted to automatically receive an initial ETA from a service order management system;
- logic adapted to automatically display the en route notification on the at least one servicer device when it is determined that the initial ETA is within an ETA notification window, the en route notification enabling a servicer to enter a modified ETA;
- logic adapted to receive from the at least one servicer device a selection to initiate a notification to a customer and the modified ETA; and
- logic adapted to transmit a signal to the service order management system to notify the customer of the modified ETA upon receiving the selection to initiate the notification to the customer, wherein enabling the servicer to enter the modified ETA enables the service order management system to notify the customer of the modified ETA which is more accurate than the initial ETA.
17. (canceled)
18. (canceled)
19. The computer-readable medium of claim 16, wherein the initial ETA notification window about one hour prior to the initial ETA.
20. The computer-readable medium of claim 16, wherein the initial ETA notification window is from one hour prior to the initial ETA to two minutes prior to the initial ETA.
21. The computer-readable medium of claim 16, further including at least one stop duration and further comprising logic adapted to cascade to subsequent servicer stops adjustments made to the at least one stop duration of one servicer stop.
22. The computer-readable medium of claim 16, further comprising logic that enables at least one dispatcher to communicate with the at least one servicer device.
23. The computer-readable medium of claim 16, further comprising logic to enable the at least one servicer device to access a service application on a mobile phone.
24. A notification system comprising:
- a service order management system, the service order management system including an application server and being communicatively connected to at least one servicer device, the application server including at least an order management program, the service order management system configured to
- automatically determine and send an ETA to the at least one servicer device;
- automatically display the en route notification on the at least one servicer device when it is determined that the ETA is within an ETA notification window, the en route notification enabling a servicer to enter a modified ETA;
- responsive to receiving a selection to initiate a notification to the customer, receiving a signal from the at least one servicer device to notify the customer of the modified ETA; and
- notify the customer of the modified ETA, wherein enabling the servicer to enter the modified ETA enables the service order management system to notify the customer of the modified ETA which is more accurate than the initial ETA.
25. (canceled)
26. (canceled)
27. The notification system of claim 24, wherein the ETA notification window is within about one hour prior to the initial ETA.
28. The notification system of claim 24, wherein the ETA notification window is from one hour prior to the initial ETA to two minutes prior to the initial ETA.
29. The notification system of claim 24, wherein the service application is further configured to:
- upon receiving an adjustment to a stop duration or the modified ETA from a servicer on at least one servicer device, cascade the adjustment and the modified ETA to subsequent stops of the servicer.
30. The notification system of claim 24, wherein the service order management system is further configured to enable at least one dispatcher to communicate with the at least one servicer device.
Type: Application
Filed: Aug 15, 2014
Publication Date: Feb 18, 2016
Inventors: Karl Meyer (Atlanta, GA), Jonathan Turner (Marietta, GA)
Application Number: 14/460,786