Patent Publication Number: US-2013238521-A1

Title: Interpreting requests and providing responses in the context of a process

Description:
BACKGROUND OF THE INVENTION 
     Service sales processes include the collaboration and coordination of teams of sales professionals. Sales governance includes coordinated procedures that allow individuals to function in the larger context of service sales activities. Often, sales governance includes regulating activities among people who have their own views and who do not fully follow documented guidelines. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1  is a diagram illustrating one example of a computer system that includes a sales governance system and sales management systems. 
         FIG. 2  is a diagram illustrating one example of a sales system that governs one or more sales processes. 
         FIG. 3  is a flow chart diagram illustrating one example of a sales system and a sales governance system. 
         FIG. 4  is a flow chart diagram illustrating one example of a sales system and a sales governance system updating the progress in a sales process. 
         FIG. 5  is a flow chart diagram illustrating one example of a sales system and a sales governance system receiving material and performing transactions on underlying sales management systems. 
         FIG. 6  is a flow chart diagram illustrating one example of processing material received from personnel via a fulfillment interpreter. 
         FIG. 7  is a flow chart diagram illustrating one example of a sales system and a sales governance system creating a sales case. 
     
    
    
     DETAILED DESCRIPTION 
     In the following detailed description, reference is made to the accompanying drawings which form a part hereof, and in which is shown by way of illustration specific embodiments in which the invention may be practiced. In this regard, directional terminology, such as “top,” “bottom,” “front,” “back,” “leading,” “trailing,” etc., is used with reference to the orientation of the Figure(s) being described. Because components of embodiments can be positioned in a number of different orientations, the directional terminology is used for purposes of illustration and is in no way limiting. It is to be understood that other embodiments may be utilized and structural or logical changes may be made without departing from the scope of the present invention. The following detailed description, therefore, is not to be taken in a limiting sense, and the scope of the present invention is defined by the appended claims. It is to be understood that features of the various embodiments described herein may be combined with each other, unless specifically noted otherwise. 
     Often, sales governance includes sales management systems, such as a customer relationship management system, a budgeting system, and an approval system. Each of these sales management systems is different and each system evolves independently over time, which results in separate training for each system, additional training for revisions, and different levels of user interaction. Also, the sales management systems are usually only accessible from within a corporation, which prevents sales personnel from accessing the sales management systems via mobile computing devices. In addition, each sales management system is a separate system and information does not flow seamlessly across systems, such that finding information can be difficult and entering and re-entering information into each of the different systems opens up the possibility for error and inconsistency. 
       FIG. 1  is a diagram illustrating one example of a computer system  20  that includes a sales governance system (SGS)  22  and sales management systems (SMS)  24 . Sales governance system  22  includes an email access layer that mitigates interactions between personnel, such as sales or other personnel, and the different sales management systems  24 , such as customer relationship management systems, budgeting systems, and approval systems. 
     Personnel exchange emails with sales governance system  22 , where personnel send requests that can include actions to be performed in a predefined sales process. Sales governance system  22  receives the requests and interprets the requests, including the actions to be performed, in the context of the predefined sales process. Sales governance system responds to the requests based on interpretations of the requests, including the actions to be performed, in the context of the sales process. Sales governance system  22  provides information from and enters information into the underlying sales management systems  24 , which mitigates interactions between personnel and the different sales management systems  24 . Sales governance system  22  is supported by an action flow execution engine and interfaces with personnel through the exchange of emails. In other examples, sales governance system  22  interfaces with personnel through the exchange of information via one or more other computer messaging systems, such as text messaging, instant messaging, and social networking systems, alone or in combination with email. 
     Computer system  20  includes sales input/output (I/O) devices  26 , customer I/O devices  28 , corporate I/O devices  30 , a network  32 , and servers  34  and  36 . In other examples, computer system  20  includes one server or more than two servers, which provide the functionality of servers  34  and  36 . 
     Sales I/O devices  26  are used by sales personnel to communicate over network  32 . The sales personnel can communicate with customers at customer I/O devices  28 , corporate personnel at corporate I/O devices  30 , and servers  34  and  36  over network  32 . Sales I/O devices  26  are communicatively coupled to network  32  and customer I/O devices  28 , corporate I/O devices  30 , and servers  34  and  36  via communications path  38 . Each of the sales I/O devices  26  communicates wirelessly and/or via wired connections with network  32 . Sales I/O devices  26  include communication devices and can include personal computers, laptop computers, notebook computing devices, tablets, and mobile computing devices, such as telephones and personal digital assistants. 
     Customer I/O devices  28  are used by customers to communicate over network  32 . The customers communicate primarily with sales personnel at sales I/O devices  26 . Optionally, customers can communicate with corporate personnel at corporate I/O devices  30  and/or servers  34  and  36  over network  32 . Customer I/O devices  28  are communicatively coupled to network  32  and to sales I/O devices  26  and, optionally, to corporate I/O devices  30  and/or servers  34  and  36  via communications path  40 . Each of the customer I/O devices  28  communicates wirelessly and/or via wired connections with network  32 . Customer I/O devices  28  include communication devices and can include personal computers, laptop computers, notebook computing devices, tablets, and mobile computing devices, such as telephones and personal digital assistants. 
     Corporate I/O devices  30  are used by corporate personnel to communicate over network  32 . Corporate personnel include sales management and corporate executives. Corporate personnel communicate with sales personnel at sales I/O devices  26  and with servers  34  and  36  and, optionally, with customers at customer I/O devices  28  over network  32 . Corporate I/O devices  30  are communicatively coupled to network  32  and to sales I/O devices  26 , customer I/O devices  28 , and servers  34  and  36  via communications path  42 . Each of the corporate I/O devices  30  communicates wirelessly and/or via wired connections with network  32 . Corporate I/O devices  30  include communication devices and can include personal computers, laptop computers, notebook computing devices, tablets, and mobile computing devices, such as telephones and personal digital assistants. 
     Network  32  is a collection of hardware and software components interconnected by communication channels that allow sharing of resources and information. Network communications in network  32  can be wireless and/or via wired connections. In various examples, network  32  includes networks, such as the Internet, an intranet, local area networks (LANS), wide area networks (WANS), mobile networks, and enterprise networks. 
     Servers  34  and  36  include hardware and software components of sales governance system  22  and sales management systems  24 . Servers  34  and  36  communicate with each other via communications path  44 . Servers  34  and  36  communicate with sales personnel at sales I/O devices  26 , customers at customer I/O devices  28 , and corporate personnel at corporate I/O devices  30  over network  32 . Server  34  is communicatively coupled to network  32  and to sales I/O devices  26 , customer I/O devices  28 , and corporate I/O devices  30  via communications path  46 . Server  36  is communicatively coupled to network  32  and to sales I/O devices  26 , customer I/O devices  28 , and corporate I/O devices  30  via communications path  48 . Each of the servers  34  and  36  communicates wirelessly and/or via wired connections with network  32 . 
     Server  34  includes one or more processors  50  that execute computer executable instructions stored in memory  52 . The one or more processors  50  are communicatively coupled to memory  52  via communications path  54 . The computer-executable instructions stored in memory  52  control the one or more processors  50  to provide sales governance system  22 . The one or more processors  50  are on one or more integrated circuit chips. In various examples, the one or more processors  50  include a microprocessor, a controller, a central processing unit, and/or other logic units. 
     Memory  52  is a computer readable storage medium storing computer-executable instructions that control the one or more processors  50 . Memory  52  is a non-transitory computer readable storage medium. In various examples, memory  52  is volatile memory, such as random access memory (RAM), and/or non-volatile memory, such as read-only-memory (ROM), programmable ROM (PROM), erasable PROM (EPROM), electrically EPROM (EEPROM), flash memory, a hard disk drive, and/or a removable hard disk drive. 
     Server  36  includes one or more processors  56  that execute computer executable instructions stored in memory  58 . The one or more processors  56  are communicatively coupled to memory  58  via communications path  60 . The computer-executable instructions stored in memory  58  control the one or more processors  56  to provide the sales management systems  24 . The one or more processors  56  are on one or more integrated circuit chips. In various examples, the one or more processors  56  include a microprocessor, a controller, a central processing unit, and/or other logic. 
     Memory  58  is a computer readable storage medium storing computer-executable instructions that control the one or more processors  56 . Memory  58  is a non-transitory computer readable storage medium. In various examples, memory  58  is volatile memory, such as random access memory (RAM), and/or non-volatile memory, such as read-only-memory (ROM), programmable ROM (PROM), erasable PROM (EPROM), electrically EPROM (EEPROM), flash memory, a hard disk drive, and/or a removable hard disk drive. 
     Sales governance system  22  communicates with network  32  and sales I/O devices  26 , customer I/O devices  28 , and corporate I/O devices  30  via communications path  46 . Sales governance system  22  communicates with sales management systems  24  via communications path  44 . Sales governance system  22  is stored in memory  52  and executed on the one or more processors  50  in server  34 . In other examples, sales governance system  22  is stored in memory on multiple servers and executed on one or more processors in the multiple servers. 
     The sales management systems  24  include a customer relationship management system for tracking sales activities, a budgeting system for planning and monitoring sales pursuit initiatives, and an approval system for reaching sales closure. The sales management systems  24  communicate with network  32  and sales I/O devices  26 , customer I/O devices  28 , and corporate I/O devices  30  via communications path  48 . Also, the sales management systems  24  communicate with sales governance system  22  via communications path  44 . The sales management systems  24  are stored in memory  58  and executed on the one or more processors  56  in server  36 . In other examples, the sales management systems  24  are stored in memory on multiple servers and executed on one or more processors in the multiple servers. 
     Sales governance system  22  is a central access point for collateral information, such as forms, spreadsheets, calculators, pricing, slide decks, brochures, other documents, and reference contacts for completing each step in a sales process. Sales governance system  22  is a central access point for locating correct and up-to-date information on the sales process and for exchanging this information with personnel. Sales governance system  22  is accessible to substantially all sales personnel uniformly and consistently. 
       FIG. 2  is a diagram illustrating one example of a sales system  100  that governs one or more sales processes. System  100  includes sales governance system  22  and sales management systems  24 , which are stored and executed on computer system  20 . Sales governance system  22  and sales management system  24  are communicatively coupled via communications path  102 . Sales management systems  24  include a customer relationship management system (CRM)  104  for tracking sales activities, a budgeting system  106  for planning and monitoring sales pursuit initiatives, an approval system  108  for reaching sales closure, and other systems  110  for governing sales. 
     Sales governance system  22  receives requests, including requests for actions to be performed in a sales process, from personnel in emails via communications path  112 . Each sales process programmed into sales governance system  22  is a predefined sales process that includes steps or actions to be performed that cover the lifecycle of the sales process. One example sales process includes an initial customer contact, a pursuit stage, negotiation approval, closure, and post-sale follow-ups. Sales governance system  22  supports different sales processes for sales activities in different geographies and/or industries. Each of the steps or actions in a sales process can be included in a request. Also, at least upon request, sales governance system  22  publishes the list of actions to be performed in a sales process, such that personnel can analyze the list of actions and select one or more of the actions to be performed from the list of actions. 
     To submit a request, personnel send an email including a unique character string or tag that indicates the request. In one example, to create a sales case, personnel send an email including the tag phrase “#create_pursuit_initiative”. In other examples, sales governance system  22  communicates with personnel via one or more computer messaging systems, such as email, text messaging, instant messaging, and social networking systems, alone or in combination. 
     In response to requests, sales governance system  22  interprets the requests in the context of the sales process and provides responses to personnel based on the interpretations of the requests in the context of the sales process. The responses from sales governance system  22  are sent in emails via communications path  112 , and include information for personnel in the sales process, such as instructions for performing requested actions and/or templates for performing the actions to be performed. Templates can include instructions for performing the actions to be performed and collateral information, such as forms, spreadsheets, calculators, pricing, slide decks, brochures, other documents, and reference contacts. In one example, sales governance system  22  updates a state of the sales process based on information received in the requests, and sales governance system  22  provides follow-on responses based on updating the state of the process. 
     Sales governance system  22  receives and responds to a number of different requests including: a request to open or create a new case; a request for a list of actions to be performed in a sales process; a request for a template for an action to be performed in a sales process; a request for the status of an action; a request to update the status of an action; a request to start/stop a sales process; and a request for the status of progress in a sales process. 
     In one example, sales governance system  22  receives a request to provide a list of actions to be performed in a sales process and sales governance system  22  provides the list of actions to be performed in the sales process in one of the responses. In one example, sales governance system  22  receives a request to provide a status report on at least one of progress in the process and/or progress on an action to be performed in the process and sales governance system  22  provides the status report. In one example, sales governance system  22  receives a request to update instructions and/or a template for an action to be performed in the sales process and sales governance system  22  updates at least one of the instructions and/or the template including collateral information for performing the action to be performed in the process. 
     Sales governance system  22  includes a fulfillment interpreter (FI)  114  that processes material received from personnel. Upon receiving a template, personnel fill out and compile material according to the instructions in the template. Personnel then send the compiled material to sales governance system  22  in an email via communications path  112 . Sales governance system  22  receives the email and fulfillment interpreter  114  processes the material. In one example, sales governance system  22  provides a response that includes instructions for performing one or more follow-on actions after receiving the material. 
     Fulfillment interpreter  114  activates parsing of the material received from personnel and/or parses the material. Fulfillment interpreter  114  extracts information from the material received from personnel and performs transactions, such as recording information from the material, in the underlying sales management systems  24 . Fulfillment interpreter  114  and sales management system  24  are communicatively coupled via communications path  102 . In one example, fulfillment interpreter  114  transmits a confirmation message back to personnel after the information has been successfully parsed. In one example, fulfillment interpreter  114  transmits a confirmation message back to personnel after the information has been successfully entered into the underlying sales management systems  24 . 
     In operation, a person sends a request, such as an action to be performed, to sales governance system  22  in an email. The person includes a unique character string or tag for the action and, if available, a case identification character string that uniquely identifies the sales case in the email. Sales governance system  22  receives the email and interprets the request in the context of the sales process, where sales governance system  22  responds with one or more emails including instructions and/or templates to personnel, including personnel other than the person who sent the request, according to the state of the sales process. 
     In one example, sales governance system  22  responds to a request with a template that includes instructions for performing an action to be performed and collateral information, such as forms, spreadsheets, calculators, pricing, slide decks, brochures, and reference contacts for performing the action to be performed. A sales professional receives the template and compiles the material as instructed in the template. The sales professional then returns the compiled material to sales governance system  22  in one or more emails. Sales governance system  22  receives the compiled material and fulfillment interpreter  114  processes the material. Fulfillment interpreter  114  parses the material, extracts information from the material, and performs transactions, such as recording information from the material, in the underlying sales management systems  24 . Fulfillment interpreter  114  also stores the compiled material and/or information from the compiled material according to the case identification character string. Fulfillment interpreter  114  transmits a confirmation message back to personnel after the information has been successfully entered into the underlying sales management systems  24 . 
     In one example, sales personnel request that a sales case be created in a first email that includes a request tag such as “#create_sales_opportunity”. Sales governance system  22  receives the first email and, in response, sales governance system  22  provides a case identification tag, such as “#case — 348753”, and a form in a second email, where the case identification tag is used in forthcoming emails between personnel and sales governance system  22 . Sales personnel receive the second email, fill out the form, and send the filled out form back to sales governance system  22  in a third email. Sales governance system  22  receives the third email, parses the form, extracts information from the form, and performs transactions, such as storing information, in the underlying sale management systems  24  based on information from the form. In one example, sales governance system  22  also provides a fourth email that directs personnel to qualify the case and respond with a fifth email that either qualifies the case via a “#qualify_pursuit” instruction or aborts the case via an “#abort_case” instruction. Sales governance system  22  maintains the sales process at the current step until it receives the fifth email. If sales governance system  22  receives the “#qualify_pursuit” instruction, sales governance system  22  progresses to the next action in the sales process and sales governance system  22  provides one or more email responses for the next action to personnel in the process. If sales governance system  22  receives the not qualified or “#abort_case” instruction, sales governance system  22  aborts the case. 
     Sales governance system  22  includes several advantages. Sales governance system  22  shields sales personnel from the complexities and changes in the underlying sales management systems  24 . Sales governance system  22  simplifies interactions with the sales management systems  24  into communication mechanisms people are familiar with, such as email, and using computer messaging systems, such as email, provides sales personnel who travel frequently and rely on mobile computing devices access to sales governance system  22 . Sales governance system  22  simplifies locating information for a step or action to be performed in a sales process by including instructions and/or templates in response emails. Also, since sales governance system  22  is the central access point and element in system  100 , sales governance system  22  reduces roll-out time for sales process changes. In addition, in another aspect, mapping sales personnel messages to exchanges with sales governance system  22  creates a unified recording point for ongoing sales activities and builds a warehouse of information that can be exploited for further analysis, and recording information in a string of emails or email thread facilitates exchanging this information across teams via the email threads. 
       FIG. 3  is a flow chart diagram illustrating one example of sales system  100  and sales governance system  22 . 
     Personnel, such as sales personnel, send requests to sales governance system  22  in emails. Requests include a request to open or create a new case, a request for a list of actions to be performed in a sales process, a request for a template for an action to be performed in a sales process, a request for the status of an action, a request to update the status of an action, a request to start/stop a sales process, and a request for the status of progress in a sales process. Each request includes a unique character string or tag identifying the request and, if created, a unique character string or tag identifying the case. In one example, personnel send an email including the tag phrase “#create_pursuit_initiative” to create a sales case. In other examples, sales governance system  22  communicates with personnel via one or more computer messaging systems, such as email, text messaging, instant messaging, and social networking systems, alone or in combination. 
     At  200 , sales governance system  22  receives the requests, including requests for actions to be performed in a sales process, in the emails. At  202 , sales governance system  22  interprets the requests in the context of the sales process, where sales governance system  22  supports different sales processes for sales activities in different geographies and/or industries and each sales process is a predefined sales process that includes steps or actions to be performed over the lifecycle of the sales process. 
     At  204 , sales governance system  22  responds to the requests by providing responses to personnel based on interpretations of the requests in the context of the sales process. These responses are sent from sales governance system  22  to personnel in emails. Each response includes instructions for performing an action and/or a template for performing the action to be performed. 
     In one example, sales governance system  22  receives a request to create a case and sales governance system  22  provides a case identification character string and a form in response to the request, where the form is to be filled out and returned to sales governance system  22 . In one example, sales governance system  22  receives a request to provide a list of actions to be performed in a sales process and sales governance system  22  provides the list of actions to be performed in the sales process in one of the responses. In one example, sales governance system  22  receives a request to provide a status report on at least one of progress in the sales process and/or progress on an action to be performed in the sales process and sales governance system  22  provides the status report. In one example, sales governance system  22  receives a request to update instructions and/or a template for an action to be performed in the sales process and sales governance system  22  updates at least one of the instructions and/or the template including collateral information for performing the action to be performed in the sales process. In one example, sales governance system  22  receives a request to update information on at least one of a sales process, status of the sales process, previous transactions, and previously provided information and sales governance system  22  provides updates as requested. 
       FIG. 4  is a flow chart diagram illustrating one example of sales system  100  and sales governance system  22  updating the progress in a sales process. 
     Personnel send a request to sales governance system  22 , which includes information for updating the progress of the sales process. In one example, personnel send information in reply to a response received from sales governance system  22  and according to instructions received in the response for performing an action in the sales process. In one example, the request includes instructions for sales governance system  22  to qualify the case or abort the case. 
     At  220 , sales governance system  22  receives the request. Sales governance system  22  interprets the request in the context of the sales process and, at  222 , sales governance system  22  updates a state of the sales process based on information received in the request. At  224 , sales governance system  22  provides follow-on responses based on updating the state of the process. In one example, updating the progress of the sales process triggers sales governance system  22  to provide one or more email responses to various personnel for the next step or action in the sales process, where each response includes instructions and/or a template for performing the action to be performed. 
       FIG. 5  is a flow chart diagram illustrating one example of sales system  100  and sales governance system  22  receiving material and performing transaction on underlying sales management systems  24  using information from the material. 
     Personnel, such as sales personnel, send a request to sales governance system  22  in an email. The request indicates an action to be performed in a sales process and includes a unique character string or tag identifying the request and, if created, a unique character string or tag identifying the case. 
     At  240 , sales governance system  22  receives the request, which indicates the action to be performed in the sales process. Sales governance system  22  interprets the request in the context of the sales process. At  242 , sales governance system  22  responds to the request by providing a response to the request based on an interpretation of the request in the context of the sales process. A response is sent from sales governance system  22  to one or more people in an email and includes a template for performing the action to be performed as indicated in the request. The template includes instructions for performing the action and collateral information, such as forms, spreadsheets, calculators, pricing, slide decks, brochures, and reference contacts for performing the action to be performed. A person, such as a sales professional, receives the template via email and compiles material as instructed in the template. The person then returns the compiled material to sales governance system  22  in one or more emails. 
     At  244 , sales governance system  22  receives the compiled material and, at  246 , sales governance system  22  processes the material to obtain information from the material. At  248 , sales governance system  22  performs transactions in the underlying sales management systems  24  using information obtained from the material. In one example, sales governance system  22  provides instructions for performing a follow on action after receiving the material. In one example, sales governance system  22  provides confirmation that the material was successfully processed and/or the transactions were successfully performed in the underlying sales management systems  24 . In one example, sales governance system  22  provides instructions for performing a follow on action in the sales process after confirming that the material was successfully processed and/or the transactions were successfully performed in the underlying sales management systems  24 . 
       FIG. 6  is a flow chart diagram illustrating one example of processing material received from personnel via fulfillment interpreter  114 . Sales governance system  22  receives material, such as compiled material based on template instructions and collateral, in a request or reply from personnel. Fulfillment interpreter  114  processes the material and performs transactions in sales management systems  24 . 
     At  260 , fulfillment interpreter  114  activates parsing of the material and, at  262 , fulfillment interpreter  114  parses the material. After parsing the material, fulfillment interpreter extracts information from the material at  264 . The information extracted from the material is used to perform transaction in the underlying sales management systems  24 . At  266 , fulfillment interpreter  114  performs transactions, such as recording information from the material, in the underlying sales management systems  24 . Optionally, fulfillment interpreter  114  also stores the compiled material and/or information from the compiled material according to the case identification character string. At  268 , fulfillment interpreter  114  transmits a confirmation message back to personnel indicating the information has been successfully entered into the underlying sales management systems  24 . 
       FIG. 7  is a flow chart diagram illustrating one example of sales system  100  and sales governance system  22  creating a sales case. 
     Personnel, such as sales personnel, send a request to sales governance system  22  in a first email to create a sales case. The request includes a unique character string, such as “#create_sales_opportunity”, which indicates the request to create a sales case. At  280 , sales governance system  22  receives the request in the first email and interprets the request in the context of a sales process. At  282 , sales governance system  22  responds to the request by providing a response in a second email based on an interpretation of the request in the context of the sales process. To create a case, sales governance system  22  provides a case identification tag, such as “#case — 348753”, and a form in the second email. The case identification tag is used in forthcoming emails between personnel and sales governance system  22  to identify the sales case. 
     A person, such as a sales professional, receives the second email including the form and fills out the form according to instructions in the second email. The person then sends the filled out form back to sales governance system  22  in a third email. At  284 , sales governance system  22  receives the third email including the filled out form. At  286 , fulfillment interpreter  114  activates parsing of the form and parses the form. At  288 , fulfillment interpreter  114  extracts information from the form and, at  290 , fulfillment interpreter  114  performs transactions, such as storing information extracted from the form, in the underlying sale management systems  24 . 
     Sales governance system  22  provides a fourth email at  292 , which directs personnel to qualify the case and respond back with a fifth email that either qualifies the case via a unique character string, such as “#qualify_pursuit” or aborts the case via a unique character string, such as “#abort_case”. Sales governance system  22  maintains the sales process at the current step until it receives the fifth email at  294 . If sales governance system  22  receives the “#qualify_pursuit” instruction at  294 , sales governance system  22  progresses to the next action in the sales process at  296 , and sales governance system  22  provides one or more email responses for the next action to personnel in the sales process at  298 . If sales governance system  22  receives the not qualified or “#abort_case” instruction at  294 , sales governance system  22  aborts the case at  300 . 
     Although specific embodiments have been illustrated and described herein, it will be appreciated by those of ordinary skill in the art that a variety of alternate and/or equivalent implementations may be substituted for the specific embodiments shown and described without departing from the scope of the present invention. This application is intended to cover any adaptations or variations of the specific embodiments discussed herein. Therefore, it is intended that this invention be limited only by the claims and the equivalents thereof.