WO2001015040A1 - Order logging system and method - Google Patents

Order logging system and method Download PDF

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Publication number
WO2001015040A1
WO2001015040A1 PCT/US2000/022716 US0022716W WO0115040A1 WO 2001015040 A1 WO2001015040 A1 WO 2001015040A1 US 0022716 W US0022716 W US 0022716W WO 0115040 A1 WO0115040 A1 WO 0115040A1
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WO
WIPO (PCT)
Prior art keywords
customer
order
memory area
order status
status
Prior art date
Application number
PCT/US2000/022716
Other languages
French (fr)
Inventor
William G. Reed
John Edwin Hutchinson
Original Assignee
Digital Now, Inc.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Digital Now, Inc. filed Critical Digital Now, Inc.
Priority to AU69162/00A priority Critical patent/AU6916200A/en
Publication of WO2001015040A1 publication Critical patent/WO2001015040A1/en

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/08—Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
    • G06Q10/087—Inventory or stock management, e.g. order filling, procurement or balancing against orders

Definitions

  • the present invention relates to the field of customer service and order fulfillment. More particularly, the present invention relates to a method and program for identifying and tracking customer orders and notifying customers of their order status.
  • the receiving bins for photo-processing orders usually have displays that indicate an estimated time when photographs will be ready for the customer to pick up at the store, sometimes the order is not available at the estimated time. In these situations, the store employees often will not have access to information concerning the status of the customer's order. Photo-finishing orders are often tracked manually, and if the orders are processed at a different location, the store employees will not be able to locate the order. The customer is then required to call the store or visit the store again at a later time. Customers will often wait longer than necessary before checking the status of an order to ensure that the order will be ready when they visit the store. All of these situations are inconvenient and frustrating for customers. These situations also hurt business by lowering customer satisfaction and increasing the cost of inventory as finished orders wait for customer pickup .
  • Federal Express do offer certain package tracking features. For example, Federal Express allows customers to inquire about the status of their packages by telephoning a customer service representative or by logging on to the Federal Express Internet website. These features, however, do not serve to actively notify customers when packages are delivered. The delivery of the packages themselves by Federal Express functions as notice to customers and obviates the need for customers to check for the current order status. On the other hand, proactive notice to customers is necessary when product orders are not delivered, but require customer pickup.
  • the present invention is directed to a method and system for tracking customer orders and notifying customers when their orders are ready.
  • a method of tracking customer orders comprising the steps of receiving a product from a customer, receiving customer identification, assigning an order identifier, storing the order information and order status in a memory area, processing the received product to form a processed product, modifying the order status in the memory area in response to the processing step, and notifying a customer of the order status, is provided.
  • notification of a customer of the order status is carried out using electronic mail .
  • the order status is accessible by the customer at any time.
  • the memory area is a local memory area and/or an offsite memory area.
  • a computer program product comprising a computer usable medium having computer program logic recorded thereon for enabling a processor in a computer system to facilitate tracking customer orders, said computer program logic comprising storage means for enabling the processor to store customer and order information and order status information and a notification means for notifying customers of their order status.
  • the present invention advantageously provides a method and system for tracking customer orders and notifying customers of their order status .
  • FIG. 1 illustrates a flowchart of a process of the present invention
  • FIG. 2 illustrates a computer system of the present invention. Detailed Description
  • FIGS. 1 and 2 in general, and FIGS. 1 and 2 in particular, the present invention is described.
  • FIG. 1 illustrates a flow diagram of a process of the present invention.
  • the process begins with step 110 wherein an item is received from the customer for processing.
  • the item may be, for example, film for photo- finishing, clothes for dry-cleaning, or an electrical appliance for repair.
  • Step 110 further comprises receiving customer information to identify the customer order.
  • the customer information received may include a customer's name, address, telephone number, and e-mail address.
  • a unique order identifier is assigned to the customer order.
  • the identifier may be pre-printed or generated at that the time of the order.
  • the identifier may be a bar code, an alpha-numeric character string, or other unique identifier.
  • the envelopes used by customers to deposit a roll of film usually have pre-printed numbers to identify the order.
  • an order processing option is chosen.
  • the customer chooses the size of the photographic prints, the number of prints, and whether to put the photographs on a CD or on the Internet.
  • the order processing options are presented to the customer or the store employee on a computer screen in a tree data structure.
  • the tree data structure is used to facilitate the efficient selection of the desired processing option.
  • the tree data structure presents all available processing options and efficiently reduces the number of options after a few choices. It does this by categorizing the options, the branches of the tree, and presenting these categories to the operator.
  • the procedure for constructing tree data structures in a software program is well known to one skilled in the art. All the customer and order information is stored in a memory area.
  • the memory area may be located in the store and/or in a location outside the store.
  • the memory area is a computer database accessible from a computer terminal in the store as well as from a computer network connected to computer terminals at remote locations .
  • an order status is also entered into the memory area.
  • the order status may have information including the unique order identifier, the current location of the item being processed, the current date and time, the store location, the processing location, and the processing options selected.
  • the order status indicates that the item submitted by the customer is being sent for processing.
  • the order status is accessible by the customer as soon as the order is submitted to the store and the order entry is entered into the memory area.
  • the order status may be accessible from a computer terminal located in the store, a terminal located outside of the store, or from the customer's own computer via the Internet.
  • the order status will only be accessible with the unique order identifier to ensure the privacy of the customer.
  • the order status may also be available through an automated telephone response system or by simply calling a store employee, who would look up the order identifier from a store terminal.
  • the customer order is processed.
  • the order may be processed on-location within the store or sent off-site for processing. For the photo- finishing example, film development is usually performed at an off-site location, but 1-hour service is usually performed on- location.
  • step 140 the finished order is ready for customer pick-up and is returned to the store if processed off-site.
  • the order status is modified to indicate that the order is ready for customer pick-up.
  • the order status is modified by reading the unique order identifier with a reader device. This process automatically locates the order entry in the memory area and records the current time and date indicating that the order is ready for pick-up.
  • step 150 the customer is notified that the order is ready for pick-up.
  • the customer is notified by electronic mail.
  • the e-mail contains a hotlink to an Internet address or URL connecting to an Internet website that contains the most current order status information.
  • step 160 the customer picks up the completed order.
  • the order status is again modified to record the current time and date and to indicate that the customer has picked up the order. The order status modification is desirable in the event the customer receives the notification from step 150 after picking up the finished order .
  • step 150 the customer is notified in step 150 that the order is ready, i.e., processing is complete.
  • Step 160 is then carried out by delivering the completed order or processed product to the customer, such as by e-mail or otherwise electronically over a computer network, by regular mail, by courier or other delivery service and the like.
  • FIG. 2 illustrates a computer system of the present invention.
  • Computer terminals Al through An are in-store terminals that include a memory area for storing customer and order information.
  • Computer terminal Al through An may be separately located in different stores.
  • Each in-store terminal Al through An is connected to a computer network server 210 through communication lines Bl through Bn, respectively.
  • Communication lines Bl through Bn may be dedicated communication lines or access to a central business Internet website or any other communication means.
  • the various components and configuration of a communication network between a central network server and remote access terminals are well known to those skilled in the art.
  • the computer network server 210 operates or communicates with a device such as a web server 225 that operates Internet website 220.
  • Website 220 is preferably accessed by customers to obtain order status information and other information from the service provider. Web site advertising as well as the reduction in the number of customers calling the store to make order status inquiries can justify implementation of the invention.
  • a computer network server may contain a uniform list of order processing options and a corresponding pricing structure. The pricing of each order processing option can thus be made uniform throughout multiple company stores.
  • a computer network server would also facilitate efficient customer service by permitting access to customer information at the computer terminals located in all the different company stores.
  • Computer network server 210 can also facilitate the internal tracking of customer orders . Often a central processing location receives the customer orders of all the stores in a given geographic area. When finished orders are mistakenly returned to the wrong store, the process of updating their order statuses will allow store employees to recognize the mistake.
  • a computer network server containing customer and order information can also facilitate a centralized billing and invoice system. Furthermore, the aggregated customer and order information can be statistically analyzed for patterns or other business purposes.

Abstract

The present invention provides a method and a system for tracking customer orders and notifying customers (150) when their orders are ready. The method of tracking customer orders comprises the steps or receiving a product from a customer, receiving customer identification, assigning an order identifier, storing the order information and order status in a memory area, processing the received product to form a processed product, modifying the order status in the memory area in response to the processing step, and notifying a customer (150) of the order status. Notifying the customer of the order status (150) may be carried out using electronic mail.

Description

ORDER LOGGING SYSTEM AMD METHOD
Field of Invention
The present invention relates to the field of customer service and order fulfillment. More particularly, the present invention relates to a method and program for identifying and tracking customer orders and notifying customers of their order status.
Background
It is often inconvenient or impossible for customers to obtain information concerning their product orders after placing the orders with a customer service representative. Usually, the best method for finding out the status of an order is to place a telephone call to the business or to personally go to the business to ask an employee. Sometimes, even going to the business is insufficient because the information is simply unavailable.
For example, when placing an order for the development of photographic film, it is common practice for a customer to place an undeveloped roll of film in a pre-printed envelope, print customer information on the envelope, and leave the envelope in the receiving bin of a store. Thereafter, the customer must call the store or visit the store to check if the film has been developed and the photographs printed.
Although the receiving bins for photo-processing orders usually have displays that indicate an estimated time when photographs will be ready for the customer to pick up at the store, sometimes the order is not available at the estimated time. In these situations, the store employees often will not have access to information concerning the status of the customer's order. Photo-finishing orders are often tracked manually, and if the orders are processed at a different location, the store employees will not be able to locate the order. The customer is then required to call the store or visit the store again at a later time. Customers will often wait longer than necessary before checking the status of an order to ensure that the order will be ready when they visit the store. All of these situations are inconvenient and frustrating for customers. These situations also hurt business by lowering customer satisfaction and increasing the cost of inventory as finished orders wait for customer pickup .
Although the example above pertains to photo- finishing orders, the problem of keeping customers informed of the status of their product orders is applicable to many businesses. Some delivery services, such as Federal
Express, do offer certain package tracking features. For example, Federal Express allows customers to inquire about the status of their packages by telephoning a customer service representative or by logging on to the Federal Express Internet website. These features, however, do not serve to actively notify customers when packages are delivered. The delivery of the packages themselves by Federal Express functions as notice to customers and obviates the need for customers to check for the current order status. On the other hand, proactive notice to customers is necessary when product orders are not delivered, but require customer pickup.
For the foregoing reasons, there is a need for a customer order tracking system that can be accessed by customers and that automatically notifies customers when their orders are ready. Summary of the Invention
The present invention is directed to a method and system for tracking customer orders and notifying customers when their orders are ready. In one aspect of the invention, a method of tracking customer orders, comprising the steps of receiving a product from a customer, receiving customer identification, assigning an order identifier, storing the order information and order status in a memory area, processing the received product to form a processed product, modifying the order status in the memory area in response to the processing step, and notifying a customer of the order status, is provided.
In another aspect of the invention, notification of a customer of the order status is carried out using electronic mail .
In a further aspect of the invention, the order status is accessible by the customer at any time.
In yet another aspect of the invention, the memory area is a local memory area and/or an offsite memory area.
In a still further aspect of the invention, a method of tracking photo- finishing orders is provided.
In another aspect of the present invention, a computer program product, comprising a computer usable medium having computer program logic recorded thereon for enabling a processor in a computer system to facilitate tracking customer orders, said computer program logic comprising storage means for enabling the processor to store customer and order information and order status information and a notification means for notifying customers of their order status, is provided. The present invention advantageously provides a method and system for tracking customer orders and notifying customers of their order status .
It is an advantage of the present invention to provide a method and system for improving customer service by efficiently providing access to order status information. It is another advantage of the present invention to reduce employee labor costs by reducing the number of order status inquiries by customers. It is still another advantage of the present invention to promote employee efficiencies by automating the order selection process.
It is yet another advantage of the present invention to automate customer order invoicing process. These and other features and advantages of the invention will be more fully understood from the following detailed description of a preferred embodiment that should be read in light of the accompanying drawings.
Brief Description of the Drawings
The accompanying drawings, which are incorporated in and form a part of the specification, illustrate a preferred embodiment of the present invention and, together with the description, serve to explain the principles of the invention.
FIG. 1 illustrates a flowchart of a process of the present invention; and
FIG. 2 illustrates a computer system of the present invention. Detailed Description
In describing a preferred embodiment of the invention, specific terminology will be used for the sake of clarity. However, the invention is not intended to be limited to the specific terms so selected, and it is to be understood that each specific term includes all equivalents.
With reference to the drawings, in general, and FIGS. 1 and 2 in particular, the present invention is described.
FIG. 1 illustrates a flow diagram of a process of the present invention. The process begins with step 110 wherein an item is received from the customer for processing. The item may be, for example, film for photo- finishing, clothes for dry-cleaning, or an electrical appliance for repair. Step 110 further comprises receiving customer information to identify the customer order. The customer information received may include a customer's name, address, telephone number, and e-mail address.
In step 120, a unique order identifier is assigned to the customer order. The identifier may be pre-printed or generated at that the time of the order. The identifier may be a bar code, an alpha-numeric character string, or other unique identifier. For example, for photo-finishing, the envelopes used by customers to deposit a roll of film usually have pre-printed numbers to identify the order. There may also be a separate identifier to identify the location of the store where the order is placed.
Furthermore, in step 120, an order processing option is chosen. For example, in the photo-finishing example, the customer chooses the size of the photographic prints, the number of prints, and whether to put the photographs on a CD or on the Internet. In a preferred embodiment of the invention, the order processing options are presented to the customer or the store employee on a computer screen in a tree data structure. The tree data structure is used to facilitate the efficient selection of the desired processing option. The tree data structure presents all available processing options and efficiently reduces the number of options after a few choices. It does this by categorizing the options, the branches of the tree, and presenting these categories to the operator. The procedure for constructing tree data structures in a software program is well known to one skilled in the art. All the customer and order information is stored in a memory area. All the customer and order information is linked. The memory area may be located in the store and/or in a location outside the store. In a preferred embodiment, the memory area is a computer database accessible from a computer terminal in the store as well as from a computer network connected to computer terminals at remote locations . At the time the order is submitted by the customer, an order status is also entered into the memory area. The order status may have information including the unique order identifier, the current location of the item being processed, the current date and time, the store location, the processing location, and the processing options selected. At the time the order is first entered in the memory area, the order status indicates that the item submitted by the customer is being sent for processing. In a preferred embodiment, the order status is accessible by the customer as soon as the order is submitted to the store and the order entry is entered into the memory area. The order status may be accessible from a computer terminal located in the store, a terminal located outside of the store, or from the customer's own computer via the Internet. In a preferred embodiment, the order status will only be accessible with the unique order identifier to ensure the privacy of the customer. The order status may also be available through an automated telephone response system or by simply calling a store employee, who would look up the order identifier from a store terminal. In step 130, the customer order is processed. The order may be processed on-location within the store or sent off-site for processing. For the photo- finishing example, film development is usually performed at an off-site location, but 1-hour service is usually performed on- location.
In step 140, the finished order is ready for customer pick-up and is returned to the store if processed off-site. The order status is modified to indicate that the order is ready for customer pick-up. The order status is modified by reading the unique order identifier with a reader device. This process automatically locates the order entry in the memory area and records the current time and date indicating that the order is ready for pick-up.
In step 150, the customer is notified that the order is ready for pick-up. In a preferred embodiment, the customer is notified by electronic mail. In a preferred embodiment of the invention, the e-mail contains a hotlink to an Internet address or URL connecting to an Internet website that contains the most current order status information. In step 160, the customer picks up the completed order. At that time, the order status is again modified to record the current time and date and to indicate that the customer has picked up the order. The order status modification is desirable in the event the customer receives the notification from step 150 after picking up the finished order .
In an alternate embodiment of the present invention, the customer is notified in step 150 that the order is ready, i.e., processing is complete. Step 160 is then carried out by delivering the completed order or processed product to the customer, such as by e-mail or otherwise electronically over a computer network, by regular mail, by courier or other delivery service and the like.
FIG. 2 illustrates a computer system of the present invention. Computer terminals Al through An are in-store terminals that include a memory area for storing customer and order information. Computer terminal Al through An may be separately located in different stores. Each in-store terminal Al through An is connected to a computer network server 210 through communication lines Bl through Bn, respectively. Communication lines Bl through Bn may be dedicated communication lines or access to a central business Internet website or any other communication means. The various components and configuration of a communication network between a central network server and remote access terminals are well known to those skilled in the art. The computer network server 210 operates or communicates with a device such as a web server 225 that operates Internet website 220. Website 220 is preferably accessed by customers to obtain order status information and other information from the service provider. Web site advertising as well as the reduction in the number of customers calling the store to make order status inquiries can justify implementation of the invention.
The storage of customer and order information of many different stores in a central location such as computer network server 210 provides the additional feature of automation of many accounting functions which may otherwise be performed manually. For example, a computer network server may contain a uniform list of order processing options and a corresponding pricing structure. The pricing of each order processing option can thus be made uniform throughout multiple company stores. A computer network server would also facilitate efficient customer service by permitting access to customer information at the computer terminals located in all the different company stores.
Computer network server 210 can also facilitate the internal tracking of customer orders . Often a central processing location receives the customer orders of all the stores in a given geographic area. When finished orders are mistakenly returned to the wrong store, the process of updating their order statuses will allow store employees to recognize the mistake.
A computer network server containing customer and order information can also facilitate a centralized billing and invoice system. Furthermore, the aggregated customer and order information can be statistically analyzed for patterns or other business purposes.
While there have been shown and described specific embodiments of the present invention, it should be apparent to those skilled in the art that various changes and modifications may be made without departing from the scope of the invention or its equivalents. The invention is intended to be broadly protected consistent with the spirit and scope of the appended claims.

Claims

What is claimed is:
1. A method of tracking customer orders comprising the steps of : receiving a product from a customer; receiving customer identification; assigning an order identifier; storing the customer identification, the order identifier, and an order status in a memory area; processing the received product to form a processed product; and modifying the order status in said memory area in response to the processing step.
2. The method of claim 1 wherein the step of modifying the order status comprises the steps of: reading the order identifier; searching the memory area for a record containing the order identifier; and recording a time and a date.
3. The method of claim 1 further comprising the steps of selecting a product processing option; and storing the selected product processing option in the memory area .
4. The method of claim 3 wherein the step of selecting product processing option comprises using a tree data structure .
5. The method of claim 1 further comprising the step of notifying the customer of the order status.
6. The method of claim 5 wherein the notifying step is carried out using electronic mail.
7. The method of claim 5 wherein the notifying step comprises sending to the customer a message comprising an Internet address or URL.
8. The method of claim 1 further comprising the steps of : delivering the processed product to the customer; and modifying the order status in said memory area in response to the delivery step.
9. The method of claim 1 wherein the customer identification comprises the customer's name, address, phone number, and e-mail address.
10. The method of claim 1 wherein the step of assigning an order identifier comprises generating a unique identifier.
11. The method of claim 10 wherein the unique identifier is a bar code .
12. The method of claim 1 wherein the step of assigning an order identifier comprises using pre-printed unique identifiers.
13. The method of claim 1 wherein the order status is accessible by the customer.
14. The method of 13 wherein the order status is accessible by the customer through a computer terminal .
15. The method of 13 wherein the order status is accessible by the customer through an automated telephone response system.
16. The method of claim 1 wherein the order status comprises the order identifier, a store location, a date, and a product location.
17. The method of claim 16 wherein the order status further comprises a processing location and a processing selection.
18. The method of claim 1 wherein the memory area comprises a local memory area.
19. The method of claim 1 wherein the memory area comprises an offsite memory area.
20. A method of tracking film development orders comprising the steps of: receiving film from a customer; receiving customer identification; assigning an order identification; storing the customer identification, the order identification, and an order status in a memory area; processing the received film; and modifying the order status in said memory area in response to the processing step.
21. The method of claim 20 further comprising the step of notifying the customer of the order status.
22. The method of claim 21 wherein the notifying step is carried out using electronic mail.
23. The method of claim 21 wherein the notifying step comprises sending to the customer a message comprising an Internet address or URL.
24. The method of claim 20 further comprising the steps of delivering the processed film to the customer; and modifying the order status in said memory area in response to the delivery step.
25. A computer program product comprising a computer usable medium having computer program logic recorded thereon for enabling a processor in a computer system to facilitate tracking customer orders, said computer program logic comprising: storage means for enabling the processor to store customer and order information and order status information; and notification means for notifying customers of their order status .
PCT/US2000/022716 1999-08-20 2000-08-18 Order logging system and method WO2001015040A1 (en)

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US14999599P 1999-08-20 1999-08-20
US60/149,995 1999-08-20

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