Methods and systems for creating online unified contact and communication management (CM) platform

Abstract

Salespeople (agents) get engaged with a lot of contacts from past, present and future prospects that manifests on multiple contact platforms. They end up having their contacts and calendars split in multiple places including communication and messages leading to inefficiencies, loss of business and delayed response time to the end customer. Customer Relationship Management today is still a one dimensional tool, one that featured Email as the core for direct agent-client relationship. CRM should be redefined and relabeled as Communication Management to open up the idea that relationships with clients are developed across multiple platforms though multiple channels. As will be understood by reading below, the invention accomplishes this in an elegant manner. The phrases Communication Management in the main patent title and Customer Relationship Management (CRM) have the same semantics in this document.

Claims

1. An online unified contact and communication management platform having one or more processors and a non-transitory computer-readable medium containing program instructions that cause said one or more processors to: securely import a plurality of contacts from one or more online or offline user selected and authorized accounts on systems at a plurality of social networking platforms using email, instant messaging, social networks, and/or integrated telephony, wherein integrated telephony includes online communication and web conferencing; create and store user profiles associated with individual users, including individual user calendars in a one or more central unified databases stored in non-transitory memory; securely import a plurality of calendars from one or more online or offline user selected and authorized accounts at a plurality of social networking platforms using email, instant messaging, social networks, or integrated telephony, wherein when a first imported contact or calendar is from a first user selected and authorized account at a first social networking platform, a second imported contact or calendar is from a second user selected and authorized account at a second social networking platform, and wherein the first social networking platform is different from the second social networking platform; synchronize and aggregate the plurality of imported contacts and calendars into the one or more central unified databases, and selectively modify at least one contact information or create one or more contacts in the one or more central unified databases, wherein aggregating and modifying the at least one information comprises removing duplication information or duplicate contacts; create at least one contacts in the one or more central unified databases; modify at least one calendar information in the one or more central unified databases; create at least one calendars in the one or more central unified databases; securely export a plurality of contact information from the one or more central databases to a plurality of user selected and authorized accounts at a plurality of social networking platforms using email, instant messaging, social networks, or integrated telephony; securely export a plurality of calendar information from the one or more central databases to a plurality of user selected and authorized accounts at a plurality of social networking platforms using email, instant messaging, social networks, or integrated telephony, wherein if a first exported contact information or calendar information is exported to a third social networking platform, a second exported contact information or calendar information is exported to a fourth social networking platform, and wherein the third social networking platform is different from the fourth social networking platform; wherein the online unified contact and communication management platform enables a user to send and receive instant messages with the one or more synchronized contacts; and wherein the online unified contact and communication management platform further enables recording of the online communication.

2. The online unified contact and communication management platform of claim 1, wherein contacts and calendars are imported using software plug-in enabled on user's systems or browsers.

3. The online unified contact and communication management platform of claim 1, wherein the synchronized contacts are automatically grouped in to social groups or made part of an existing social campaign.

4. The online unified contact and communication management platform of claim 1 further configured to authorize, provide and save social media searches.

5. The online unified contact and communication management platform of claim 1, wherein imported contact or calendar information from one social media source a first social networking platform can be further used to cross reference and search user profiles automatically from several other social media sources one or more second networking platforms concurrently and save in the one or more central unified databases.

6. The online unified contact and communication management platform of claim 1 further configured to import and synchronize contacts using rules.

7. The online unified contact and communication management platform of claim 1, wherein the online communication includes user communication with the plurality of social networking platforms.

Description

BRIEF DESCRIPTION OF THE DRAWINGS

(1) FIG. 1 shows one sample illustrative diagram of a general cloud system with which the invention can be deployed. It could be deployed using on premise computing also.

(2) FIG. 2 is a block diagram of the basic invention showing how various elements of contact, calendar and communications connect to the CRM, connect in the invention.

(3) FIG. 3 is a diagram of the invention embedded in an overall enterprise architecture connecting to other transaction management and financial management (ERP) pieces.

(4) FIG. 4 is a diagram showing of synching multiple social media contacts and calendars in one place.

(5) FIG. 5 shows the display of such a central calendar and contact on main home page.

(6) FIG. 6 is an exemplary data structure showing organization of lead data in the database.

(7) FIG. 7 is an exemplary diagram showing how leads are displayed from multiple sources including authorization as shown with green check boxes.

(8) FIG. 8 is an exemplary diagram showing how lead search happens on LinkedIn.

(9) FIG. 9a and FIG. 9b are exemplary diagrams showing how detailed lead information stored on multiple social media in the central lead record.

(10) FIG. 10 is an exemplary diagram showing how leads coming from one social channel can be cross referenced with the users' own social network.

(11) FIG. 11 is an exemplary diagram showing Central Communication Panel for all Social Media for inbound/outbound social media messages

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

(12) The present invention provides a software application configured for a sales person to connect and communicate concurrently with all their prospects across multiple social media channels including conventional email and be able to incubate the leads over the lead engagement cycle. It offers a robust system for a sales person to go to one place and manage all their contacts (leads), calendars and all aspects of their sales campaigns and communication over multiple social channels.

(13) The admin panel in this software application defines what social media channels the sales person wishes to engage in their sales/marketing campaigns. E.g. Facebook, Twitter, Google+ etc. and also the system then connects the sales person actively to these channels using published APIs from these social channels. Traditional email campaigns are included but the dominant invention is the ability to engage communications concurrently with multiple social media channels for customer relationship management (CRM) and analytics on lead behavior.

(14) Once established system will open connectors (See FIG. 3) to multiple social networking platforms like Google, Facebook, Twitter and LinkedIn and so on. This will give a universal ability for the sales person to track lead behavior on different social platforms. Using an Authorization and Authenticated database, this information is stored and retrieved in to CRM database pool or server farms and accessed with high speed. Such information can also be optionally replicated in to other Single Sign ON (SSO) systems like Transaction Management (shown in Compliance block) OR financial management (ERP) shown under Money block.

(15) The CRM module may interface with an MLS module (Multiple Listing service or any paid sources of database) as shown in FIG. 3. This module may allow the user custom searching, reviewing and creating online flyers for multiple properties, custom drag and drop flyers. The MLS module integrates with a legacy based MLS system (not shown) to enable the import of legacy based MLS system data in to the CRM database such that the legacy based MLS system data is readily available to the managing of prospects and leads.

(16) Using the application, the sales person (subscriber) can instantly connect to all selected contacts they have on many channels like Facebook, Google etc. They can further download all or preselected list of contacts in to the central CRM database (FIG. 4).

(17) The same application allows users to modify the contents of some of these contacts and push/write back to the sources where they came from.

(18) In FIG. 5, each user can see their own centralized contacts with different status and centralized calendars showing all events and sources from which they came from. They could optionally expand on this window to open up all the details of the contact or calendar in a new browser window.

(19) FIG. 6 shows detailed database schema for one sample database tree hierarchy for the CRM. The communication threads are shown along with fields contained under Lead which stores all information related to contact/lead, items they are interested in, preferences in modes of communication and flags if they need to pushed automatically to other channels e.g. Plaxo or Google if any status changes.

(20) As shown in FIG. 7, the software application also allows users to see instantly on the main connections dashboard as to which contact/leads came from which source and if they have been “authorized” to certain social media. This information is further carried to other modules within the CRM so user can choose to exercise the appropriate media for communication with the customer at any given point in time in the lead engagement cycle. A lead coming from one Source e.g. Facebook contact can also be searched automatically on another platform like LinkedIn allowing rich social media cross section of information for a given lead.

(21) FIG. 8 is a powerful encapsulation of LinkedIn platform in the CRM targeted for recruitment. Once authorized and opened, it gives a display of the sales person own contact as shown in the middle column. Then they can see details of their own contacts OR search for NEW people on LinkedIn, authorize them and view them and start communicating with them, using the SEND MESSAGE command. FIGS. 9a and 9b (split screens) show the information on every prospect from social channels is stored permanently in the CRM database for the lead for future use and analytics.

(22) FIG. 10 is yet another implemented feature of the CRM allowing users to cross connect their own harvested prospects with their own contacts to avoid duplication.

(23) FIG. 11 shows the central communication log panels for searching all micro blogs, messages sent/received in the CRM for that account including email communications. These panels can be searched for a specific message based on date range, user types, social channel and whether it is INBOUND or OUTBOUND.

(24) The invention is directed to an apparatus for receiving and processing lead and prospect data related to customer relationship management. The invention may also include a dedicated processor configured to communicate with computers that communicate among one or more networks to receive and transmit data packets related to performing this task. However, it will be appreciated by those skilled in the art, that this is illustrative of only one utility of the invention, and that the invention has greater applicability and utility in many other applications where efficient routines and processing of data for performing online CRM with one or more networks is involved. Equivalent structures embodying the invention could be configured for such applications without diverting from the spirit and scope of the invention. Although this embodiment is described and illustrated in the context of modern databases, the invention extends to other applications where similar features are useful. Furthermore, while the foregoing description has been with reference to particular embodiments of the invention, it will be appreciated that these are only illustrative of the invention and that changes may be made to those embodiments without departing from the principles of the invention, the scope of which is defined by this overall description or any subparts herein.