Patent ID: 7272716

Claim:
A method for using secure messaging to provide confidential service-related communications among an enterprise service, a customer, and a service technician, the method comprising: generating a service request message using a mobile client of a customer; securing the service request message with a digital signature using the mobile client of the customer; symmetrically or asymmetrically encrypting the service request message using the mobile client of the customer; transmit the encrypted service request message from the mobile client of the customer to an enterprise service; decrypting the secured service request message using the enterprise service; validating the secured service request based upon the decrypted digital signature using the enterprise service; updating secured enterprise information based on the decrypted service request message using the enterprise service; detecting a triggering event based upon the decrypted service request message using the enterprise service; automatically selecting a service technician; generating an alert message based upon the triggering event using the enterprise service; encrypting the alert message using the enterprise service; transmitting the encrypted alert message to a mobile client of the selected service technician; decrypting the encrypted alert message at the mobile client of the selected service technician; generating a response message at the mobile client of the selected service technician; encrypting the response message at the mobile client of the selected service technician; transmitting the encrypted response message from the mobile client of the selected service technician to the enterprise service; decrypting the encrypted response message at the enterprise service; updating the secured enterprise information based upon the decrypted response using the enterprise service; and transmitting a confirmation to the mobile client of the customer based upon the decrypted response message.