Patent ID: 8069070
Filing Date: 2011-11-29
Classification: G06Q

Abstract:
1. A method comprising: storing a customer account record with a customer care database of a customer care system, the customer care system comprising a processor, a memory coupled to the processor, and the customer care database coupled to the processor; defining workflows in the memory of the customer care system, the workflows comprising a suspend asset workflow, a resume asset workflow, and a dunning cleaning workflow; receiving a dunning action request batch file from an external dunning system; the customer care system storing the received dunning action request batch file in the memory; the customer care system processing the dunning action request batch file and responsively updating a customer dunning status field in the customer account record; when the dunning action request batch file includes a suspension request for a customer asset, initiating execution of the suspend asset workflow in the customer care system to create an asset suspension order, and communicating suspension of the customer asset to the external dunning system; when the dunning action request batch file includes a re-activation request for a customer asset, initiating execution of the resume asset workflow in the customer care system to create an asset re-activation order, and communicating re-activation of the customer asset to the external dunning system; synchronizing a local database of a mobile client with the customer care database of the customer care system; and using the mobile client to perform a troubleshooting investigation of the customer care system.