WO2004080089A1

WO2004080089A1 - Communication system

Info

Publication number: WO2004080089A1
Application number: PCT/IB2004/050203
Authority: WO
Inventors: Rudolf Hans Leitner; Rory Andrew Charles Florence; Mark Edward Van Der Byl
Original assignee: SPINTELLIGENT Pty Ltd
Current assignee: SPINTELLIGENT Pty Ltd
Priority date: 2003-03-06
Filing date: 2004-03-05
Publication date: 2004-09-16
Anticipated expiration: 2005-09-06

Abstract

The invention discloses a communication system (10) in use being adapted to be operative between a business and persons associated with the business, which includes at least one communication operating means (12), which is adapted to receive at least one message (14.1) associated with evaluation of a service and/or product of a business (18) from at least one person (16); adapted to transmit the message(s) (14.1, 14.2) to the business (18) and/or to analyse the message(s) (14.1); and adapted to receive and/or transmit the message(s) (14.1, 14.2) by means of message technology. The messaging technology may include at least one selected from the group consisting of SMS (Short Message Service), MMS (Multimedia Messaging Service), USSD (Unstructured Supplementary Service Data). GPRS (General Packet Radio Service), WAR (Wireless Application Protocol), and 3G (Third Generation) messaging technology. The messages may be transmitted from the person(s) (16) by means of a mobile device, such as a mobile telephone device.

Description

Communication system.

FIELD OF INVENTION

The present invention relates to a communication system.

More particularly, the invention relates to a communication system for communication between a business and its customers.

BACKGROUND TO INVENTION

A crucial component of any business is constituted by its customers and as such customer satisfaction is strived for by businesses. Various means of communication exist between businesses and their customers to ensure customer satisfaction and to provide a mechanism to measure quality. This is a vital and indispensable part of conducting business.

It is an object of the invention to suggest a novel communication system for communication between a business and its customers.

SUMMARY OF ϊϊ EMTIOM

According to the invention, a communication system in use being operative between a business and persons associated with the business, includes at least one communication operating means which is

(a) adapted to receive at least one message associated with evaluation and/or market research and/or workflow of a service and/or product of a business from at least one person;

(b) adapted to transmit the message(s) to the business and/or to analyse the message(s); and (c) adapted to receive and/or transmit the message(s) by means of messaging technology.

Also according to the invention a method of communicating between a business and persons associated with the business includes the step of providing at least one communication operating means which is

(a) adapted to receive at least one message associated with evaluation of a service and/or product of a business from at least one person;

(b) adapted to transmit the message(s) to the business and/or to analyse the message(s); and

(c) adapted to receive and/or transmit the message(s) by means of messaging technology.

The messaging technology may include SMS (Short Message Service), MMS (Multimedia Messaging Service), USSD (Unstructured Supplementary Service Data), GPRS (General Packet Radio Service), WAP (Wireless Application Protocol), 3G (Third Generation) and/or future messaging technologies.

The messages may be transmitted from the person(s) by means of a mobile device, such as a cellular phone.

The messages may include comments and/or complaints regarding service of the business and may include positive and/or negative feedback.

The messages may be a response by a customer to a question, service or any aspect of a business.

The transmitting and/or analysing of the message(s) may be immediately once the message is received from the person(s). At least one message from the communication operating means and/or the business may be sent to the person(s) in response to a message(s) received from the person(s).

The message(s) from the communication operating means and/or the business may be sent immediately once a message(s) received from the person(s).

The person may be encourages to transmit messages by means of reward and/or competition means.

The reward means may include a random number generator whereby a specific number wins a reward for the person.

The message(s) may be subject to the random number generator.

The message(s) may be identified by a number.

The messages may be associated with a cellular number and/or identity number..

The message(s) may be tagged in order to prevent misuse of the system by a person.

Prizes, tokens and/or vouchers may be associated with the reward means and/or the competition means.

The prizes, tokens and/or vouchers may be redeemable at the business.

The prizes, tokens and/or vouchers may be forwarded and/or transmitted between persons.

The messages may include advertising.

The communication system may include controlling means for checking the validity of the vouchers. The business may be a supplier, service provider, or the like.

The business may be a restaurant, take-away business, delivery service, airline, hotel, food or beverage provider, retail outlet, automobile retailer, automobile service provider, electricity provider, hospital, doctor or municipality.

The person(s) may be a client, customer and/or possess any association with the business.

The communication system may enable non-confrontational dialogue between the business and the person(s).

The communication system may enable interaction between the business and the persons.

The communication system may be used to improve customer service and/or quality.

The communication system may enable analyses of the person(s) requirements.

The communication operating means may generate at least one report.

The reports(s) may be sent monthly or weekly to the business.

The report(s) may include the following information:

(a) number of respondents;

(b) number of multiple respondents/suspect data;

(c) graphical representation of positive and negative feedback;

(d) graphical representation of feedback during a particular month illustrating the best and worst day per category; and/or (e) analysis of specific issues or services,

The communication system may be used for evaluation and/or rating purposes.

The communication operating means may be operated by the business or be outsourced to an external company.

Costs may be associated with each message, report and/or time-period of operation of the communication system.

The costs may be carried by the business and/or the persons.

When outsourced, the business may be required to pay the external company a predefined amount which could be linked to the number of messages received, transmitted and/or analysed.

Various costing means may be associated with the communication system.

The communication system may include a database for storing the message(s) and/or details of the person(s).

The analyses of the message(s) may include statistical analysis, highlighting logistic and/or staffing issues.

The message(s) from the person(s) may be sent to a branch of the business.

The reports may be sent to the head office of the business.

The business may also be a non-profit, government and/or other institution.

The communication system may include a database for storing the message(s), responses and/or reports.

The communication system may be utilized to rate businesses and/or service of a business. If a message includes negative feedback or is a complaint, then a message may be sent automatically to a manager of the business or the manager of the branch of the business.

Should contact details of the business, person, branches and/or head office change from an old contact number to a new contact number, then a message is sent to both the old contact number and the new contact number.

The person(s) may initiate the transmitting of message(s).

The reports may possess at least one characteristic of the group consisting of realtime, SMS (Short Message Service), MMS (Multimedia Messaging Service), USSD (Unstructured Supplementary Service Data), GPRS (General Packet Radio Service), WAP (Wireless Application Protocol), 3G (Third Generation) messaging technology, Internet, WEB, e-mail and printed format.

The messages may be alphanumeric based.

The messages may consist of alphanumeric characters representing predetermined comments and/or answers to questions.

BRIEF DESCRIPTION OF DRAWINGS

The invention will now be described by way of example with reference to the accompanying schematic drawings.

In the drawings there is shown in

Figure 1: a schematic diagram of the communication system in accordance with the invention;

Figure 2: a schematic diagram of the rating process of the communication system shown in Figure 1; Figure 3 a schematic diagram of the redemption process of the communication system shown in Figure 1;

Figure 4 a schematic diagram of a first costing model associated with the communication system shown in Figure 1;

Figure 5 a schematic diagram of a second costing model associated with the communication system shown in Figure 1;

Figure 6 a schematic diagram of the information gathering process with workflow associated with the communication system shown in Figure i;

Figure 7 a schematic diagram of the information gathering process without workflow associated with the communication system shown in Figure i;

Figure 8 a representation of the front of a feedback card design associated with the communication system shown in Figure 1; and

Figure 9 a representation of the back of the feedback card design shown in Figure 8.

DETAILED DESCRIPTION OF DRAWINGS

Referring to the Figure 1, a schematic diagram of a communication system in accordance with the invention, generally indicated by reference numeral 10, is shown.

The communication system 10, for communication between a business and persons associated with the business, includes at a communication operating means 12 which is adapted to receive a message 14.1 from a person 16, adapted to transmit the message 14.1 as message 14.2 to a business 18 and/or to analyse the message 14.1, and adapted to receive and/or transmit the messages 14.1 and 14,2 by means of messaging technology. The messaging technology includes SMS, GPRS, WAP, MMS, USSD and/or 3G. The message 14.1 is generally transmitted from the person 16 by means of a mobile device, such as a cellular phone.

The message 14.1 includes comments and/or complaints regarding service of the business 18 and may include positive and/or negative feedback. The message 14.1 is generally a response by the person 16 or customer to a question, service or any aspect of a business 18. The message 14.1 normally includes advertising.

The transmitting and/or analysing of the message 14.1 is immediate once the message 14.1 is received from the person 16. A message 20 from the communication operating means 12 and/or the business 18 is sent to the person 16 in response to the message 14.1 received from the person 16 or the message 14.2. The message 20 from the communication operating means 12 and/or the business 18 is sent immediately once the message 14.1 is received from the person 16 or the message 14.2.

The person 16 is encouraged to transmit messages 14.1 by means of reward and/or competition means. The reward means include a random number generator whereby a specific number wins a reward for the person 16. Prizes, tokens and/or vouchers are associated with the reward means and/or the competition means. The prizes, tokens and/or vouchers are redeemable at the business 18. The prizes, tokens and/or vouchers can be forwarded and/or transmitted between persons 16. The communication system 10 may include controlling means for checking the validity of the vouchers.

The message 14.1 is subject to the random number generator and is identified by a number. The message 14.1 and 14.2 is associated with a cellular number and/or identity number. The message 14.1 and 14.2 is tagged in order to prevent misuse of the communication system 10 by a person 16.

The business 18 could be a supplier, service provider, or the like and may be a restaurant, take-away business, delivery service, airline, hotel, food or beverage provider, retail outlet, automobile retailer, automobile service provider, electricity provider, hospital, doctor or municipality. The business 18 can be a non-profit, government and/or other institution.

The person 16 is generally a client, customer and/or posses any association with the business 18. The communication system 10 thus enables non-confrontational dialogue between the business 18 and the person 16. The communication system 10 enables interaction between the business 18 and the person 16. The communication system 10 is used to improve customer service, to enable analyses of the person's 16 requirements.

The communication operating means 12 generates at least one report 22, which can be sent monthly or weekly to the business 18. The report 22 could include the following information:

(a) number of respondents;

(b) number of multiple respondents/suspect data;

(c) graphical representation of positive and negative feedback;

(d) graphical representation of feedback during a particular month illustrating the best and worst day per category; and/or

(e) analysis of specific issues or services, The communication system 10 is thus used for evaluation and/or rating purposes of businesses and/or service of a business.. The reports 22 may be sent to the head office 26 of the business 18.

The communication operating means 12 is operated by the business 18 or by an external company to which it is outsourced.

Costs may be associated with each message 14.1, 14.2, 20 and/or the report 22 and/or time-period of operation of the communication system 10. The costs are carried by the business 18 and/or the person 16. When outsourced, the business 18 is required to pay the external company a predefined amount which could be linked to the number of messages received, transmitted and/or analysed. Various costing means could be associated with the communication system 10.

The communication system 10 generally includes a database (not shown) for storing the messages 14.1, 14.2, 20 and/or details of the person 16. The analyses of the messages 14.1, 14.2, and 20 includes statistical analysis, highlighting logistic and/or staffing issues.

The message 14.1 from the person 16 is generally sent to a branch 24 of the business 18. If the message 14.1 includes negative feedback or is a complaint, then a message 14.2 is sent automatically to a manager of the business 18 or the manager of the branch 24 of the business 18. Should contact details of the business 18, person 16, branches 24 and/or head office 26 change from an old contact number to a new contact number, then a message is sent to both the old contact number and the new contact number.

Referring to Figure 2, a schematic diagram of the rating process of the communication system 10 (shown in Figure 1) is shown. Referring to Figure 3, a schematic diagram of the redemption process of the communication system 10

(shown in Figure 1) is shown. As an alternative, the customer replies to the SMS with the voucher number and branch number and the manager will be sent an SMS confirming the redemption valid or invalid. Referring to Figure 4, a schematic diagram of a first costing model associated with the communication system 10 (shown in Figure 1) is shown. Referring to Figure 5, a schematic diagram of a second costing model associated with the communication system 10 (shown in Figure 1) is shown.

Referring to Figure 6, a schematic diagram of the information gathering process with workflow associated with the communication system 10 (shown in Figure 1) is shown. Referring to Figure 7, a schematic diagram of the information gathering process without workflow associated with the communication system 10 (shown in Figure 1) is shown.

Referring to Figure 8, a representation of the front of a feedback card design associated with the communication system 10 (shown in Figure 1) is shown and in which customers 16 are invited to communicate via the communication system 10 with the business 18. Referring to Figure 9, a representation of the back of the feedback card design (shown in Figure 8) is shown. On the back of the feedback card design questions with standard answers represented by numeric characters are provided to aid the transmission and analyses of messages.

LIST OF REFERENCE NUMERALS

10 Communication system

12 Communication operating means

14.1 Message

14.2 Message

16 Person

18 Business

20 Message

22 Report

24 Branch

26 Head Office

Claims

PATENT CLAIMS

1. A communication system in use being adapted to be operative between a business and persons associated with the business, includes at least one communication operating means, which is

2. A system as claimed in claim 1, in which the messaging technology includes at least one selected from the group consisting of SMS (Short Message Service), MMS (Multimedia Messaging Service), USSD (Unstructured Supplementary Service Data), GPRS (General Packet Radio Service), WAP

(Wireless Application Protocol), and 3G (Third Generation) messaging technology.

3. A system as claimed in claim 1 or claim 2, in which the messages are transmitted from the person(s) by means of a mobile device, such as a mobile telephone device.

4. A system as claimed in any one of the preceding claims, in which the messages include comments and/or complaints regarding service of the business and include positive and/or negative feedback.

5. A system as claimed in any one of the preceding claims, in which the messages are a response by a customer to a question, service or any aspect of a business.

6. A system as claimed in any one of the preceding claims, in which the transmitting and/or analysing of the message(s) is instantaneous once the message is received from the person(s).

7. A system as claimed in any one of the preceding claims, in which at least one message from the communication operating means and/or the business is sent to the person(s) in response to a message(s) received from the person(s).

8. A system as claimed in any one of the preceding claims, in which the message(s) from the communication operating means and/or the business is (are) sent instantaneously once a message(s) received from the person(s).

9. A system as claimed in any one of the preceding claims, in which the person(s) is (are) encouraged to transmit messages by means of reward and/or competition means.

10. A system as claimed in claim 9, in which the reward means include a random number generator whereby a specific number wins a reward for the person(s).

11. A system as claimed in any one of the preceding claims, in which the message(s) is (are) subject to the random number generator.

12. A system as claimed in any one of the preceding claims, in which the message(s) is (are) identified by a number.

13. A system as claimed in any one of the preceding claims, in which the message(s) is (are) associated with a cellular number and/or identity number.

14. A system as claimed in any one of the preceding claims, in which the message(s) is (are) tagged in order to prevent misuse of the system by a person.

15. A system as claimed in any one of claims 9 to 14, in which prizes, tokens and/or vouchers are associated with the reward means and/or the competition means.

16. A system as claimed in claim 15, in which the prizes, tokens and/or vouchers are redeemable at the business.

17. A system as claimed in claim 15 or claim 16, in which the prizes, tokens and/or vouchers are forwarded and/or transmitted between persons.

18. A system as claimed in any one of the preceding claims, in which the message(s) includes (include) advertising.

19. A system as claimed in any one of the preceding claims, in which the communication system includes controlling means for checking the validity of the vouchers.

20. A system as claimed in any one of the preceding claims, in which the business is a supplier and/or a service provider.

21. A system as claimed in any one of the preceding claims, in which the business is a restaurant, take-away business, delivery service, airline, hotel, food or beverage provider, retail outlet, automobile retailer, automobile service provider, electricity provider, hospital, doctor or municipality.

22. A system as claimed in any one of the preceding claims, in which the person(s) is (are) a client, customer and/or possess any association with the business.

23. A system as claimed in any one of the preceding claims, which enables non- confrontational dialogue between the business and the person(s).

24. A system as claimed in any one of the preceding claims, which enables interaction between the business and the persons.

25. A system as claimed in any one of the preceding claims, which is used to improve customer service and/or quality.

26. A system as claimed in any one of the preceding claims, which enables analyses of the person(s) requirements.

27. A system as claimed in any one of the preceding claims, in which the communication operating means generate at least one report.

28. A system as claimed in claim 27, in which the reports(s) are sent monthly or weekly to the business.

29. A system as claimed in claim 27 or claim 28, in which the report(s) include (includes) the following information:

(a) number of respondents;

(b) number of multiple respondents/suspect data;

(c) graphical representation of positive and negative feedback;

30. A system as claimed in any one of the preceding claims, which is used for evaluation and/or rating purposes.

31. A system as claimed in any one of the preceding claims, in which the 5 communication operating means is operated by the business and/or be outsourced to an external company.

32. A system as claimed in any one of the preceding claims, in which costs are associated with each message, report and/or time-period of operation of the communication system.

lo 33. A system as claimed in any one of the preceding claims, in which costs are carried by the business and/or the persons.

34. A system as claimed in any one of the preceding claims, which is outsourced and in which the business is required to pay the external company a predefined amount which could be linked to the number of is messages received, transmitted and/or analysed.

35. A system as claimed in any one of the preceding claims, which is associated with various costing means.

36. A system as claimed in any one of the preceding claims, which includes a database for storing the message(s) and/or details of the person(s).

20 37. A system as claimed in any one of the preceding claims, in which the analyses of the message(s) include statistical analysis, highlighting logistic and/or staffing issues.

38. A system as claimed in any one of the preceding claims, in which the message(s) from the person(s) are sent to a branch of the business.

39. A system as claimed in any one of claims 27 to 38, in which the reports are sent to the head office of the business.

40. A system as claimed in any one of the preceding claims, in which the business is a non-profit, government and/or other institution.

41. A system as claimed in any one of the preceding claims, which includes a database for storing the message(s), responses and/or reports.

42. A system as claimed in any one of the preceding claims, which is utilized to rate businesses and/or service of a business.

43. A system as claimed in any one of the preceding claims, in which, if a message includes negative feedback or is a complaint, a message is sent automatically to a manager of the business or a manager of a branch of the business.

44. A system as claimed in any one of the preceding claims, in which, if contact details of the business, person, branches and/or head office change from an old contact number to a new contact number, then a message is sent to both the old contact number and the new contact number.

45. A system as claimed in any one of the preceding claims, in which the person(s) initiates (initiate) the transmitting of message(s).

46. A system as claimed in any one of claims 27 to 45, in which the reports possess at least one characteristic of the group consisting of real-time, SMS

(Short Message Service), MMS (Multimedia Messaging Service), USSD (Unstructured Supplementary Service Data), GPRS (General Packet Radio Service), WAP (Wireless Application Protocol), 3G (Third Generation) messaging technology, Internet, WEB, e-mail and printed format.

47. A system as claimed in any one of the preceding claims, in which the messages are alphanumeric based.

48. A system as claimed in any one of the preceding claims, in which the messages consist of alphanumeric characters representing predetermined comments and/or answers to questions.

49. A communication system substantially as hereinbefore described with reference to any one of the accompanying schematic drawings.

50. A method of communicating between a business and persons associated with the business includes the steps

(a) of receiving at least one message associated with evaluation of a service and/or product of a business from at least one person;

(b) of transmitting the message(s) to the business and/or to analyse the message(s); and

(c) of receiving and/or transmitting the message(s) by means of messaging technology.

51. A method of communicating between a business and persons associated with the business substantially as hereinbefore described with reference to any one of the accompanying schematic drawings.