Patent Publication Number: US-2006015361-A1

Title: Method and system for customer contact reporting

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS  
      This application claims the benefit for purposes of priority to U.S. App. No. 60/588,389, filed Jul. 16, 2004, and U.S. App. No. 60/623,870, filed Nov. 2, 2004. 
    
    
     BACKGROUND INFORMATION  
      In many environments, a salesperson is responsible to record customer contact on the basis of activities such as visiting a customer site. Customer contacts may be product related or unrelated to the salesperson&#39;s product responsibilities. Salespersons may be required to record a summary about sales activities on a timely basis (e.g., daily, monthly, yearly, etc.). Sales activities may include customer contact and visits. Customer contact reporting involves recording details of a salesperson&#39;s visit to a customer site and/or other interaction with a customer. A customer contact report may include details regarding time, date, persons in attendance, discussion notes, etc. For example, a salesperson may be required to produce a customer contact report after interacting with a customer.  
      A salesperson may use a groupware calendar to keep track of appointments with customers. Known groupware applications do not allow a user of an application program, e.g., calendar application, to associate an appointment indicating a customer interaction with a report form. The user thus has two separate files and/or software programs to record data relating to the customer contact, the appointment software and the report form. Known systems do not allow for use of these two files in conjunction to facilitate the user&#39;s business tasks. Accordingly, the present inventors perceive these and other needs in the art.  
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       FIG. 1  shows an exemplary system according to an embodiment of the present invention.  
       FIG. 2  shows an example of a form as processed according to another exemplary system according to an embodiment of the present invention.  
       FIG. 3  shows another exemplary form according to an embodiment of the present invention.  
       FIG. 4  shows an exemplary embodiment according to the present invention.  
       FIG. 5  shows an exemplary method according to an embodiment of the present invention. 
    
    
     DETAILED DESCRIPTION  
      Some embodiments of the present invention provide methods and systems for supporting a salesperson in generating a customer contact report. The method and system of the present invention may provide a customer contact report form in which form data is generated from data objects of another application program, e.g., a groupware calendar application. The customer contact report form may include customer information, date, time, product information, salesperson information, etc.  
       FIG. 1  shows an exemplary system according to an embodiment of the present invention. The system includes a front-end system  110 , a network  120 , a back-end system  130 , a database  135 , and a customer relationship management (CRM) system  150 . Front-end system  110  may be any type of device for running application software, such as for example a personal computer, a terminal, a personal digital assistant (PDA), etc. Network  120  may be any type of network for communicating information, such as a local area network (LAN), wide area network (WAN), the Internet, or an Intranet. Back-end system  130  may be a terminal server, mainframe computer, or any type of computer system that services users over network  120 . Typically, many front-end systems may be coupled to back-end system  130  through network  120 . The back-end system  130  may include CRM  150  and database  135 . The database  135  may be any type of computer readable medium, such as one or more hard disk memories, that stores instructions and data for a knowledge warehouse system that maintains a collection of data to support a decision making process. The CRM system  150  may be any type of device for running application software for the automation of sales, marketing and support business functions, such as for example a personal computer, a terminal, a personal digital assistant (PDA), etc.  
      As shown in  FIG. 1 , front-end system  110  is displaying the text of form  115 , which contains a plurality of contact report fields  116 - 118 . In some embodiments, a user running an application program on front-end system  110  may be prompted to enter information into fields  116 - 118  on form  115 . Front-end system  110  also contains a memory  119 , which may be for example a Random Access Memory (RAM). The system shown in  FIG. 1  supports a form  115  that is generated based on information from data in another application program, e.g., a groupware calendar application on the front-end system  110 . Form  115  is a pre-filled with the data from the application program.  
      An exemplary embodiment of the present invention may provide reporting capabilities in a customer relationship management system  150 , e.g. SAP CRM, that may be included in the back-end system  130 . Additionally, the front-end system  110  may include third party groupware calendar applications, e.g., Lotus Notes, Microsoft Exchange, Microsoft Outlook, etc. Of course, a calendar application may perform other functions in addition to calendar functions. The user may trigger a customer contact report from a menu bar of a calendar appointment in the groupware calendar application, e.g., Microsoft Outlook. The data operated on by the groupware calendar application may be considered to be the groupware calendar application&#39;s data set. A customer contact report form may be a single interaction form or a multiple interaction form. The single contact report form relates to a single customer interaction (visit). The multiple contact form relates to reporting all interaction with a customer during a specific date range for which the system has obtained calendar entries and has generated the multiple interaction report form as e.g., a spreadsheet. Before a form is generated, a relation to the calendar appointment has to be ensured. Additionally, some embodiments of the present invention provide for a customer report form that may be implemented as a form in a groupware application (e.g., calendar application), a Microsoft Excel spreadsheet including Visual Basic for Applications (VBA) Code to extract groupware data from calendar appointments, an attachment that is assigned to a calendar appointment, an InfoPath form, a MS Word document, and/or Adobe Portable Document (PDF) Form. The form may be customized to meet the reporting requirements of a user and a work environment. For example, a customer report form may include date, time, contact, and other data extracted from the groupware calendar application. Also, product value help data may be generated and included in the customer report by a back-end system.  
      The customer contact form  115  may be generated by using predefined procedures framework in a back-end system  130 . For example, a back-end system  130  may use a customer relationship management activity in the CRM system  150  to generate the contact report form  115 . In an exemplary embodiment according to the present invention, the form  115  is generated from data objects stored by a calendar application, e.g., Microsoft Outlook, on front-end system  110 . The predefined procedures may allow the processing of data in the back-end system  130 . For example, when a user generates a groupware calendar appointment in an application program on the front-end system  110 , the data is mapped in the back-end system  130  to a data object.  
      Also, the customer contact report  115  may be generated via use of an active form. An exemplary embodiment according to the present invention provides an active form in a computer-based portal or in a public folder of a computer system which may be used offline or online. A function/script in the active form collects groupware calendar data to generate a report form  115 , e.g., a customer contact report. Also, the exemplary embodiment provides an active form for single customer contact reporting via an appointment application executed by a back-end system  130 . A customer contact report form  115  includes product data, which is customizied within a process to support the maintainance of the report. A single customer contact report form may be made available to a user via an attachment to a groupware calendar appointment or via other computer network access points (e.g., without data pre-filled). Also, a multiple customer contact report form (e.g., spreadsheet) may be made available to a user via a computer portal system and/or a public folder of a computer network.  
      In an exemplary embodiment according to the present invention, after the customer contact report form  115  is completed, the form  115  is sent by a user from the front-end system  110  to the back-end system  130  for processing. In the back-end system  130 , data submitted via the completed form  115  is used to adjust customer relationship manangement (CRM) activities in the CRM system  150 .  
       FIG. 2  shows an example of a form as processed according to another exemplary system according to an embodiment of the present invention. In  FIG. 2 , a user interacts with a form  200  (which is an example embodiment of form  115  in  FIG. 1 ) for multiple customer contact appointments. In this example, form  200  is implemented as a spreadsheet in an application, e.g., Microsoft Excel. The form  200  is displayed to the user on a front-end system  110 . Form  200  may be populated by reading  220  appointment data stored in a calendar application  225 , e.g., Microsoft Outlook, on the front-end system  110  of  FIG. 1 . In  FIG. 2 , the form  200  displays a weekly sales summary. Field  205  shows the dates of the week for which the form  200  displays appointments. The user interacts with form  200  (e.g., through a spreadsheet application program) and may edit a row  210  of the form  200 . The user edits the row  210  to correct information and to enter additional information regarding the appointment. Appointment data in form  200  may include date, time from, time to, contact, location, and description. In some embodiments, the form also includes fields that are pre-populated with information relevant to the customer contact for use in providing details about the customer contact. For example, the pre-populated information may include identifying information for a plurality of products. The products may be selected based on stored information about the person making the customer contact (i.e., those products assigned to a salesman) or information about the customer being contacted. In an embodiment, the person completing the customer contact form may then select from pre-populated information further details about the customer contact to be reported. For example, the person completing the customer contact form may then select those products that were discussed as a further detail provided in the customer contact report. When the user submits the completed form  200 , form data and related CRM activites are sent  230  to a back-end system  130 . In embodiments, a user may record on the form identifying information for a product ordered during the customer contact and, by submitting the form, the back-end system may automatically cause the products identified product to be ordered.  
       FIG. 3  shows another exemplary form according to an embodiment of the present invention. In some embodiments, the groupware program uses the Microsoft Office Add-in (plug-in) feature to provide customer contact reporting. Again, the form  300  is shown as a spreadsheet, e.g., a Microsoft Excel Sheet. The form  300  provides for a multiple customer report that facilitates mass data reporting. A user selects groupware calendar data and contact data to fill a spreadsheet by first entering a start date in field  330  and an end date in field  335 . Then the user clicks on retrieve appointments button  320  in order to obtain calendar appointment data for the date range entered in fields  330  and  335 . Then the appointment data is displayed in the form  300  such that each row  310  in the spreadsheet corresponds to one calendar appointment. In this multiple customer report form  300 , the only manual task required of the user is to input the long-text description (summary) for each appointment in the notes fields  340 . When the form  300  is completed by the user, form data is sent by the user to a back-end system  330  for further processing by clicking the submit button  315 , which may initiation the predefined procedures as discussed above.  
      In an exemplary embodiment of the presented invention, the form may be implemented as a Portable Document Format (PDF) document, e.g., Abode PDF. The PDF form may provide for a single customer contact report. The PDF form relates to a single appointment of a user (e.g., salesperson). The user edits and supplements the PDF form with additional data via fields. The PDF form provides that the user may use less effort in writing a customer contact report. Customer contact data is partly pre-filled by the exemplary embodiment of the present invention. Also, the task involved with preparing a customer contact report is facilitated by product value help data, e.g., product information relating to a salesperson&#39;s product responsibilities, provided by the PDF form. After the user completes the PDF form, the user sends the form data to a back-end system  130  for further processing by clicking on an online send button or an offline send button in the PDF form.  
      According to another exemplary embodiment of the present invention, the form may provide customer contact reporting for a single customer contact. For example, a salesperson may open a groupware application, e.g., Microsoft Outlook. The salesperson may open a calendar appointment stored in the groupware application. The methods and systems of the present invention provide that a form is generated on the basis of data stored in relation to the appointment in the groupware application. The form includes fields that are already filled with values from the calendar appointment. Such fields may include business partner, contact person, territory, date, time from, time to, etc. Next, the salesperson corrects values in the form which may not correspond to the real values according to the actual customer contact, e.g. customer site visit, teleconference with customer, etc. Then the salesperson fills in the fields that are not pre-filled with calendar data (e.g., summary of the interaction with the customer(s)). The salesperson saves the form after completion by clicking a Save/Send button in a user interface. The data of the complete form is then synchronized with the back-end system  130 . The form is generated on the basis of the calendar appointment, if it exists in the groupware application. When an appointment does not exist in the calendar application, a report form may be sent to the back-end system either immediately (online case) or later when synchronizing (offline case). If the appointment does not exist, the user may access a template report form that is not pre-filled via a computer-based portal, a public folder (file system or groupware public folder) and/or a local data storage medium (file system) of a computer system which may be used offline or online. Also, if the appointment does not exist, the user may modify the calendar of the groupware application to include a calendar entry. This calendar entry may be used at a later point of time to generate a report form.  
      In some embodiments, a user may interact with a menu bar that may have been added to the graphical interface for a groupware calendar. The user may click on a menu option in order to trigger generation of a pre-filled form (such as form  115 ) based on the data of the appointment in the calendar. In some embodiments, pre-filled form (such as form  115 ) generation is triggered from a groupware calendar. A user may interact with the calendar to indicate the day(s) for customer contact reporting. For a multiple customer contact report, the user interacts with a calendar and chooses in the menu bar ‘Actions’—‘Create Contact Report’ or pushes a button ‘Create Business Object’. As a result, a spreadsheet may open for the mass reporting of multiple customer contacts.  
       FIG. 4  shows an exemplary embodiment of the present invention. First, the salesperson or sales representative  405  uses a groupware application  420  to start working on a customer contact reporting form  422 . The groupware application may be on a front-end system  110 . The form is generated by collecting calendar data  424  and then the salesperson  405  adjusts the form by editing data and including a sales summary  426 . After the user has completed the form, the user forwards  428 ,  430  the form to a business system  440  such as a back-end system  130 . In the business system  440 , the data of the completed form is used to change activities and stored data in the CRM system  450 .  
       FIG. 5  shows an exemplary embodiment of a method according to the present invention. Front-end system  110  functions are performed including generating a CRM activity and generating a data object in a database  135 . A data object stores data associated with functions and with business and/or input/output event. A customer contact report form  115  is generated and stored by the front-end system  110 . In step  500 , the report form  115  is assigned to an appointment in a groupware calendar application. In an embodiment, a customer report form may be generated when an activity or appointment is created in a calendar (e.g., by selecting a report option), and the report form may be attached to the activity or appointment (e.g., as a PDF document). Step  510  involves synchronizing (loading) data between a calendar appointment stored in front-end system  110  and the report form  115 . The form  115  includes initial data based on data of the calendar appointment. In step  520 , a form  115  is displayed to a user on a front-end system  110 . Then in step  530 , the user completes the form  115  by entering data into the form  115 . The entered data may include additional data regarding the customer interaction and order data for products and/or services to be provided to the customer. Then in step  540 , the user submits the completed form  115  by clicking on a user interface button. The initial data and entered data of the form  115  is read by the system according to an embodiment of the present invention and then transmitted offline (e.g., via e-mail and/or Simple Mail Transfer Protocol (SMTP)) or online (e.g., Hyper TextTransfer Protocol (HTTP)) from the user front-end system  110  to a back-end system  130  via a computer communication network  120 . In step  550 , the back-end system  130  receives and stores the data from the completed form  115 . The back-end system  110  processes the data in step  560 . The data may be processed via a predefined procedure framework. In processing the data, the form is matched to its corresponding CRM activity. In step  570 , CRM activities are adjusted in the CRM system  150  on the basis of the data. The CRM activities may be adjusted via web services provided by system  110 , network  120 , system  130 , CRM  150 , and/or database  135 . Web services provide a framework for the exchange of Extensible Mark-up Language (XML) messages via web-based protocols such as Simple Object Access Protocols (SOAP), Web Services Definition Language (WSDL), and Universal Description Discovery and Integration (UDDI). The predefined procedure framework maps the fields of the report form and the data from the completed form  115  to the corresponding web service(s) for purposes of adjusting CRM activities.  
      The method according to the present invention may be stored as a set of instructions that is accessible and executable by a processor. The processor may include a computer server arrangement. The set of instructions may be stored on a machine readable medium that is any medium capable of being read by a machine such as a compact disk, hard drive memory, floppy disk memory, DVD-ROM, CD-ROM or any type of machine-readable (computer-readable) storing medium. The set of instructions may be included within a computer program (which as is well known comprises a plurality of instructions) that is executable by a computer system.  
      The above is a detailed discussion of the certain embodiments. It may be understood that the examples discussed are for illustration purposes only and are not intended to limit the configuration to that shown. For example, in some embodiments, the customer contact report form may not be pre-filled. It is of course intended that the scope of the claims may cover other embodiments than those described above and their equivalents.