US 6,477,533 B2 · Systems and methods of maintaining client relationships

Systems and methods of maintaining client relationships

AssigneeTravel Services International, Inc.

InventorsMartin R. Schiff, Kathleen M. Sussman-Wiles, Vivian D. Ewart, Wallace C. Huff, Byron J. Berk, Maureen J. Elenberger, Timothy Fessenden, Paul Fitton, Vance M. Loiselle, Michael A. Carpenter, Michael T. Sherota, Elizabeth K. Judy, Elena M. Rodriquez, Holley S. Christen, Mitch Cox, Todd Elliott, Kevin Helms, Adolf Quintana, Dot Tolle, Nancy Porter, Karen J. Reynolds, Monica Scanlon, Paul Colangelo, Tracey Lee Codd, Joanell U. DeLand, Timothy M. Moorhead, Anne D. Burkard, George DelPino, Joelle S. Delva, Sharon Everhart-Brooks, Bradley Ferguson, David A. Forman, Samuel L. Hintz, Irwin D. Klotz, Courtney W. T. Kurk, Keith J. Leslie, Sandi B. Levy, Fred Locicero, Charlotte A. Luna, Jeffrey A. Nickerson, Maryann Bastnagel

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Abstract

In one embodiment, systems and methods are used to maintain client relationships by tracking and managing customers and agents involved in booking a cruise. Furthermore, various activities which take place between an agent and active customers are monitored, whereby the type and quantity of activities performed by the agent is evaluated to assign a period of time of ownership of the customer. During the period of time while the customer is owned, other agents are prevented from acquiring the customer and subsequent booking commission. A series of rules which determine the duration of ownership of the customer are maintained and applied to enable the ownership to be changed as needed.

Claims23

Dependent claims

A method for managing agent ownership of customers utilizing a cruise web server environment to electronically communicate via a data communications network with a plurality of remote users using web browser programs, the method comprising:

receiving and agent identifier that represents an agent from a remote user's web browser program;
receiving a customer identifier that represents a customer from the remote user's web browser program;
verifying that the customer is available for interaction with the agent by querying an electronic database of agent and customer information;
receiving an agent activity from the remote user's web browser program;
determining a time window for agent activity based at least upon at least one agent ownership rule, wherein the at least one agent ownership rule is stored in the electronic database;
creating an agent of record association between the agent and the customer wherein the agent is designated as the customer's agent of record for the allotted amount of time;
and
storing the agent of record association in the electronic database.

5 more elements

Dependencies are inferred from the claim text.