U.S. patent application number 10/618249 was filed with the patent office on 2004-02-05 for customer activated multi-value (cam) card.
Invention is credited to Brake, Francis B. JR., Schwartz, Deborah, Zimmerman, Jennifer.
Application Number | 20040024672 10/618249 |
Document ID | / |
Family ID | 22714728 |
Filed Date | 2004-02-05 |
United States Patent
Application |
20040024672 |
Kind Code |
A1 |
Brake, Francis B. JR. ; et
al. |
February 5, 2004 |
Customer activated multi-value (CAM) card
Abstract
The Customer Activated Multi-Value (CAM) card provides a
customer with a primary use as a transaction card which can be
further activated to have a secondary use as a credit card. The CAM
card can be activated as a transaction card or as a transaction
card with a credit card feature. Activation of the CAM card as a
transaction card allows the customer to purchase goods and services
from one specific vendor and to establish a relationship with that
vendor for the goods or services rendered (for example, telephone
calling card or gasoline product purchasing card) while enjoying
reward benefits based on those purchases. Activation of the credit
feature of the card allows the customer to interact with any
merchant that accepts traditional credit cards such as VISA.RTM.,
MASTERCARD.RTM., AMERICAN EXPRESS.RTM., or DISCOVER.RTM.. The
combination of features allows a customer to purchase various goods
and services from several different merchants. If the customer
chooses to activate the CAM card as both a transaction card and a
credit card, the customer is given the benefit of using the card in
both manners described above.
Inventors: |
Brake, Francis B. JR.;
(Swarthmore, PA) ; Schwartz, Deborah; (Wynnewood,
PA) ; Zimmerman, Jennifer; (Middletown, DE) |
Correspondence
Address: |
Thomas J. Scott, Jr.
Hunton & Williams, Patent Dept.
Suite 1200
1900 K Street
Washington
DC
20006-1109
US
|
Family ID: |
22714728 |
Appl. No.: |
10/618249 |
Filed: |
July 11, 2003 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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10618249 |
Jul 11, 2003 |
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09505189 |
Feb 16, 2000 |
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09505189 |
Feb 16, 2000 |
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09193712 |
Nov 17, 1998 |
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6032136 |
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Current U.S.
Class: |
705/35 |
Current CPC
Class: |
G07F 7/1008 20130101;
G06Q 20/105 20130101; G06Q 20/355 20130101; G06Q 20/342 20130101;
G06Q 20/363 20130101; G06Q 30/0207 20130101; G06Q 30/0601 20130101;
G07F 7/025 20130101; G07F 7/08 20130101; G06Q 20/10 20130101; G06Q
20/341 20130101; G06Q 20/4037 20130101; G06Q 20/3572 20130101; G06Q
20/40 20130101; G06Q 20/357 20130101; G06Q 20/3574 20130101; G06Q
40/00 20130101; G06Q 40/025 20130101; G06Q 20/108 20130101 |
Class at
Publication: |
705/35 |
International
Class: |
G06F 017/60 |
Claims
What is claimed is:
1. A method using a computer system for a real-time customer
activation of a value card wherein the system automatically
processes a customer's application for a transaction card wherein
said system includes a data entry processing center, a workstation,
a graphical user interface, and a data storing means comprising the
steps of: a) receiving said customer's request into said system; b)
providing at least one or more safety features to determine whether
said customer is the person whose name is printed on said
transaction card; and c) offering said customer the options of
activating the transaction card by: 1) confirming the customer's
desire to activate the primary transaction card use; 2) determining
the customer's election to add a secondary credit card feature; and
3) identifying the customer's request to activate any additional
use features.
2. The method of claim 1 wherein the transaction card use and the
secondary credit card feature perform different types of card
functions and the use of the transaction card use and the secondary
credit card feature enables the customer to establish different
relationships with different types of businesses and
industries.
3. The method of claim 1 wherein the additional use features has a
rewards feature.
4. The method of claim 3 wherein the rewards feature can be
redeemed or spent at a specific vendor.
5. The method of claim 3 wherein the rewards feature can be
redeemed or spent at several different vendors.
6. The method of claim 3 wherein the rewards feature can be
redeemed or spent at any vendor or merchant who accepts the logo
printed on the transaction card.
7. The method of claim 3 wherein the rewards feature is used as a
credit against the secondary credit feature to reduce the balance
of the secondary credit card feature.
8. The method of claim 1 wherein the customer must agree to
establish a credit account with a payment amount source in order to
activate the primary transaction card use.
9. The method of claim 6 wherein the payment amount source is a
check.
10. The method of claim 6 wherein the payment amount source is a
credit card.
11. The method of claim 6 wherein the payment amount source is a
debit card.
12. The method of claim 6 wherein the payment amount source is at
least one of a check, a credit card account and debit card
account.
13. The method of claim 6 wherein the customer may automatically
recharge the primary amount source when the payment source is
depleted.
14. The method of claim 6 wherein the customer may recharge the
primary amount source when the payment source is depleted.
15. The method of claim 6 wherein the payment amount source is the
secondary credit card feature.
16. A method using a computer system for a real-time customer
activation of a value card wherein the system automatically
processes a customer's application for a transaction card wherein
said system includes a data entry processing center, a workstation,
a graphical user interface, and a data storing means comprising the
steps of: a) receiving said customer's request into said system; b)
offering said customer the options of activating the transaction
card by: 1) confirming the customer's desire to activate the
primary transaction card use; and 2) determining the customer's
election to add a secondary credit card feature.
Description
FIELD OF THE INVENTION
[0001] The invention generally relates to transaction and payment
cards, including credit cards, bank cards, debit cards, telephone
calling cards and the like, and more particularly to a transaction
card or payment card which can be activated to have an alternative
or secondary use as a credit card by adding a credit feature.
BACKGROUND OF THE INVENTION
[0002] Today, credit card usage is virtually a part of a customer's
daily life because customers recognize the many advantages of
obtaining credit cards. For example, credit cards are safer to
carry than money, and they can help a customer to establish a good
credit rating. Additionally, they can serve as a source of
convenience should the customer need to make an unexpected purchase
for which they may not have the cash immediately available. As a
result of this growing trend, the credit card industry is a booming
and profitable industry; thus, customers are constantly inundated
with many different credit card offers. For example, customers are
offered department store credit cards, gasoline product cards (oil
companies), telephone calling cards, VISA.RTM. credit cards,
MASTERCARD.RTM. credit cards, AMERICAN EXPRESS.RTM. credit cards,
debit cards, and/or the like.
[0003] One of the most appealing features of a credit card purchase
is that it allows customers to buy now and pay later. Another
advantage is that some credit cards permit customers to establish
direct relationship with specific types of business, for example, a
telephone calling card or a gasoline product payment card. With a
gasoline product card, a cardholder has the convenience of
purchasing gasoline products from a specific oil company, without
conducting a cash transaction, and receiving one itemized bill at
the end of the billing period. The itemized billing statement is
beneficial for providing businesses or entrepreneurs with a detail
summary, at the end of the month or year, of the amount of gasoline
which was purchased during the time period and an easy method to
calculate business-related mileage driven during the time period.
Another enticement of credit card usage is that some credit card
issuers offer to their customers "reward points or reward offers"
as an incentive to increase the amount of the customer's purchases
or to increase the frequency in which the customer transacts
purchases with their credit card.
[0004] While customers realize the benefits of obtaining several
different types of credit cards and establishing several different
types of relationships Faith different types of industries,
customers can sometimes be overwhelmed by the sheer volume of
credit cards that they need to carry in order to perform daily
activities. Although VISA.RTM. and MASTERCARD.RTM. are widely
accepted, no one card has been accepted universally. Regardless of
the fact that VISA.RTM. and MASTERCARD.RTM. can be used to perform
other types of transactions, the usage of a VISA.RTM. or
MASTERCARD.RTM. for the purchase of gasoline or a telephone call
usually does not allow the customer to establish a direct
relationship with the individual companies enacting the
transaction.
[0005] Furthermore, using VISA.RTM. and/or MASTERCARD.RTM. to make
a purchase can be more expensive for a merchant because this
transaction is treated as a purchase on the VISA.RTM. or
MASTERCARD.RTM. credit card account for which the merchant often
pays a transaction fee. Similarly, customers may incur additional
expenses when using VISA.RTM. and/or MASTERCARD.RTM. to perform
different types of transactions. For instance, when a customer uses
her VISA.RTM. credit card to make a telephone call, the telephone
company determines the amount of the telephone call and bills the
amount directly to the customer's VISA.RTM. account. The amount is
then entered as a purchase onto the customer's VISA.RTM. account
and if the customer fails to pay the entire balance by the next
billing cycle, the customer also incurs an additional charge based
on the current interest rate associated with the account until the
entire VISA.RTM. account is paid in full. Therefore, a need still
exists for a cost-effective method which provides a customer the
convenience of using one card which can be easily activated to
perform different functions, establish different relationships with
different industries (e.g., a phone card, a gas card, a catalog
purchasing card, or a dining card) and offer rebate incentives.
[0006] Traditionally, the procedure for obtaining a credit card
normally requires several steps which can delay the customer's
receipt of a functioning credit card for approximately 26-50 days.
The normal credit card issuance process begins when the prospective
customer receives direct marketing material in the mail or at a
merchant's location. Within the next 7-14 days, the prospective
customer reads the approximately 500-800 word application,
completes the application and returns the application to the credit
card issuer through the mail system. Once mailed, it takes another
3-4 days for the paper application to travel through the postal
system. The credit card issuer receives the paper application, and
over the next 10-20 days, the credit card issuer processes the
application to determine whether to accept or decline the
customer's application. Thereafter, the customer receives a Written
response within 5 to 7 days as to whether their application is
accepted or declined. If the application is accepted, a functioning
credit card often will be included in the written response. After 1
to 5 days, the customer will read the 800-1500 word credit card
agreement and then will activate the credit card telephonically
before it can be used. However, not all credit card issuers take
the additional measure of requiring telephonic activation; some may
use a less secure method of mailing active cards.
SUMMARY OF THE INVENTION
[0007] The Customer Activated Multi-Value (CAM) card provides a
customer with a transaction card pith a primary use that is not a
credit use, to which the customer can add a credit card feature, as
well as other features which can be added to enhance the
transaction card's usage. The Customer Activated Multi-Value card
can be activated as a non-credit transaction card (e.g., a phone
card, a gasoline product card, a catalog purchasing card, a dining
card, or the like) or as a transaction card with a credit card
feature. Activation of the CAM card as a transaction card allows
the customer to purchase goods and services from one specific
vendor or several specific vendors and to establish a relationship
with each vendor for goods or services rendered (for example, a
stored-value telephone calling card or gasoline product purchasing
card).
[0008] An additional enhancement of the CAM card is a rewards
feature. The "reward dollars" can be redeemed or spent at the
specific vendor or at any other merchant that accepts the
transaction logo or mark displayed on the card. Another feature of
the CAM card is that it provides the customer with the option to
add a credit card feature to the transaction card. By adding the
secondary credit card feature to the CAM card, the customer is able
to interact with any merchant that accepts traditional credit cards
such as VISA.RTM., MASTERCARD.RTM., AMERICAN EXPRESS.RTM.,
DISCOVER.RTM. or the like. In addition, the "reward dollar" points
may be used as a credit against the secondary credit feature to
reduce the balance of the secondary credit card feature. Even if
the credit feature is not activated, customers can still earn
reward dollars, cashing them in at retail outlets that accept logos
printed on the card, such as MASTERCARD.RTM., VISA.RTM., AMERICAN
EXPRESS.RTM.. DISCOVER.RTM.), any other major credit card, debit
card, or the like. In this instance, the open-to-buy amount is
equal to the amount of reward dollars accrued.
[0009] The reward dollars of the present invention differs from the
reward points disclosed in U.S. Pat. No. 5,025,372, assigned to
Meridian Enterprises, Inc. (the "Meridian patent"). In order to
receive "credits" to or through his or her credit instrument, a
participant in the incentive award program disclosed in the
Meridian patent must initially reach certain goals or levels of
performance. Unlike the Meridian patent, the CAM card does not
require the customer to achieve a certain goal or level of
performance in order for the customer to receive a credit towards
their primary transaction card or secondary credit card feature.
The CAM card customer automatically receives a credit every time
the customer uses her primary transaction card to transact a
purchase. A certain percentage of the total amount spent during
each transaction will be used as a credit towards the balance of
the customer's secondary credit card feature, or transaction card
feature.
[0010] Furthermore, the activation process for the CAM is an
automated process which significantly reduces the time in which a
customer normally has to wait before she can use an active credit
card. The automated activation process of the CAM card provides
customers with a secure, quick and easy activation process for
selecting one or more of the described options. The overall
activation process from the date on which the prospective customer
receives the direct mail marketing piece, which includes an
inactive CAM card, to the date the prospective customer has a
functioning transaction card and/or credit card is reduced from an
estimated average of 26-50 days to 1-5 days. The number of distinct
steps that the customer performs to possess a functioning credit
card decreases by approximately 80%. The process for having an
active credit card decreases from an estimated average of 10 steps
practiced in the traditional process to two steps employed by the
novel automated activation process of the CAM card. Upon receipt of
the CAM card, the prospective customer reads the marketing material
and if she wishes to add the credit card feature she then reads the
800-1500 word cardmember agreement. The prospective customer
telephones the CAM activation center and the customer's activation
request is automatically processed over the telephone by a live
operator or voice response unt (VRU). As an alternative embodiment,
the customer may use a personal computer, the Internet or the like
to activate the CAM card.
[0011] One object of the present invention is a transaction card
which has a "sustainable and independent use" and to which a credit
card feature can be added at the prospective customer's
request.
[0012] Another object of the present invention is to improve the
efficiency of the overall process of obtaining a credit card by
reducing the time from when a prospective customer receives the
marketing information to the time the customer has a functioning
transaction card and credit card.
[0013] Another object of the present invention is to decrease the
number of distinct steps that a customer performs to receive a
functioning credit card from an estimated average of 10 steps to 2
steps.
[0014] It is a further object to provide transaction cards
imprinted with the prospective customer's name in a direct mail
marketing piece versus traditional methods of direct marketing
materials including a paper application or response form that is
mailed back to the transaction card provider where the transaction
card is not sent to the customer until the paper application or
response is processed and approved.
[0015] Another object is to have customers activate their
transaction card and add their credit card feature automatically
versus applying for a transaction card or credit card by completing
a paper application which is sent through the mail; thus easing the
application process and enhancing the card's security features.
[0016] It is still another object to decrease the chance of credit
card fraud by requiring that the prospective customer contact the
process center and interact directly with a telemarketing
representative.
[0017] It is still another object that the activation process
between the customer and the process center include several levels
of safety features built into the system in order to deter theft
and/or fraud.
[0018] Another object is that the reward dollars may be used as a
credit against the secondary credit feature to reduce the balance
of the secondary credit card feature.
[0019] It is a further object that even if the credit feature is
not activated, customers can still earn reward dollars, cashing
them in at retail outlets that accept MASTERCARD.RTM. and
VISA.RTM..
[0020] It is still another object that, if the customer chooses not
to apply for the secondary credit feature, the customer may still
select the "rewards dollars" feature where the open-to-buy amount
is equal to the amount of reward dollars accrued.
BRIEF DESCRIPTION OF THE DRAWINGS
[0021] FIG. 1 is a flow diagram of the overall process of the
present invention.
[0022] FIG. 2 is a flow diagram of the activation process of the
present invention.
[0023] FIG. 3A is a flow diagram of the activation process of the
present invention.
[0024] FIG. 3B is a flow diagram of the activation process of the
present invention.
[0025] FIG. 3C is a flow diagram of the activation process of the
present to invention.
[0026] FIG. 3D is a flow diagram of the activation process of the
present invention.
DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS
[0027] The present invention relates to a computer program utilized
in conjunction with a transaction card which can be activated
automatically and to which the recipient can add a credit card
feature as a secondary use card.
[0028] The CAM card system (10) provides customers with a
relatively quick and efficient method of obtaining a transaction
card which can also function as a credit card or other secondary
use, if activated to do so.
[0029] Referring to FIG. 1, prior to mailing the solicitations, CAM
card accounts are prebuilt (15). The prebuilt accounts (15) provide
the system with the capability of automatically activating the
customer's account when the customer calls to activate the
transaction card (25). The prebuilt accounts (15) are built with a
frozen or inactive status; in case the cards are lost or stolen,
they cannot be used unless they have been properly activated
through the CAM activation process. After the prebuilt accounts
(15) are established, an embossing file is created for each
prebuilt account. The embossing file is used to emboss the cards
with the customers' name and account number. A solicitation,
containing the marketing information, is mailed to each customer
with a personalized, embossed card enclosed (20). Once the
prospective customer receives the solicitation, she reads the
materials and, if interested, calls the number listed in the
package to activate the transaction card (25). In order to deter
theft and/or fraud, the prospect is verified during the activation
call (30). The safety features are designed to prompt the system to
ask the person calling several different questions to ensure that
the person calling is the intended customer. If the prospect is not
verified, the call is closed (40). If the person is verified, the
system advances to the secondary credit card feature offer (45).
The customer is asked by the customer service representative
whether the customer wants to add the secondary credit card feature
(47). If no, the primary transaction card will be immediately
activated (50). If the customer wishes to add the credit card
feature, a credit application will be completed (55) and
automatically decisioned (60) during the activation call. If
approved (63), the primary transaction card including the credit
card feature swill be activated (65). If the credit application is
not approved, only the primary transaction card swill be activated
(70) automatically during the telephone call.
[0030] More specifically, FIG. 2 illustrates the activation options
available to the customer through the CAM card system (71). The
customer may decide to activate the primary transaction card
feature only (72). Furthermore, the customer may decide to activate
the primary transaction feature and add any additional feature(s)
(73). In addition to obtaining the primary transaction card, the
customer may wish to add the secondary credit card feature (74).
Another option provided to the customer is a card that includes the
primary transaction card, the secondary credit card feature and any
additional features that the CAM system may offer (75).
[0031] FIGS. 3A-3D illustrate the basic embodiment of the CAM card
activation process telephonically interacting with a live operator,
however, a customer may activate the CAM card through the use of a
computer, the Internet or the like interacting Keith a live
operator, VRU or a computer. The CAM activation process may be
activated by two different initialization processes, the Inbound
Call process or Outbound Telemarketing process. The Inbound Call
activation process shown in FIG. 3A begins when a prospective
customer receives the direct marketing mail piece which contains an
inactive transaction card and the optional secondary credit feature
terms and conditions. As detailed in FIG. 2, the customer contacts
the CAM card automated activation process center (71) to activate
the transaction card (72), to activate the transaction card and the
secondary credit card feature (73) or to activate the transaction
card, the secondary credit card feature and any additional features
(74).
[0032] If all customer service representatives are busy addressing
other customers' request (97) when the prospective customer
contacts the CAM activation processing center, the customer
receives a customized message (100) until the next customer service
representative is available. Once the next customer service
representative is available, the CAM system automatically initiates
the activation process by maneuvering the customer through several
levels of safety features built into the system. In order to deter
theft and/or fraud, the safety features are designed to ask the
person calling several different questions to ensure that the
person calling is the intended customer.
[0033] Initially, when a caller contacts the CAM activation process
center, the system initiates the Automatic Number Identification
(ANI). The ANI automatically checks the telephone number from which
the telephone call is made versus the telephone number stored in
the system and automatically displayed by the caller identification
feature of the system on the GUI (98). If the caller's stored
telephone number matches the telephone number from which the caller
is calling and the caller informs the customer service
representative that he is not interested in participating in any of
the services offered, the customer service representative attempts
to find out the reason why the customer is disinterested in the
program and enters this information into the system (32). The
customer service representative closes the call (33) and updates
the file on First Data Resources (FDR) (120). FDR is the data
processing and statement generating company used by First USA to
maintain First USA's credit card account records. FDR (120), the
data processor, receives data as to all charges made on the credit
card and posts them to the customer's First USA credit card billing
statement. FDR also maintains the CAM-card customers' and potential
customers' files.
[0034] Referring to Block (30), should the customer inform the
customer service representative that she wishes to activate the CAM
card and if the caller's telephone number fails to match the
telephone number stored in the system, the system (10) instructs
the customer service representative to ask the caller for the
account number shown on the transaction card (36). Refering to
Block (38), if the customer fails to respond with a valid account
number, the system prompts the customer service representative to
ask the caller whether she is the person whose name is listed on
the transaction card (39)." If the caller informs the
representative that she is not the person whose name is printed on
the transaction card, the customer service representative will
inform the caller that the transaction card may be activated only
by the person whose name is listed on the card. The customer
service representative still then request to speak with the person
originally solicited (47) and that the person solicited must call
back to activate the card.
[0035] Returning to Block (38) if the 13-digit account number fails
to match the stored account number and the customer informs the
customer service representative that she is the person listed on
the card (39), as an additional safety precautionary measure, the
customer service representative requests whether the caller is
calling from home (41). If the customer indicates that she is
calling from home, the system (10) instructs the customer service
representative to request the customer's telephone number for the
Outbound Telemarketing to call the prospective customer (110) back
at a later date. The customer service representative closes out the
call since the verification of the customer has failed. The file is
updated on FDR (120). The activation center will forward the file
to the Outbound Telemarketing process where the customer service
representatives will use the newly obtained telephone number to
call the prospective customer back, and once the customer
identification is verified, the system will attempt the activation
process again.
[0036] Returning to Block (41) if the customer is not calling from
home, the customer service representative informs the customer to
call back at a later date from her home telephone (100). Referring
back to Block (38), if the account number given by the customer is
a valid account number, the customer service representative will
ask the customer for their social security number (42). If the last
four digits do not match the customer's social security number
stored in the system (43), the system returns to Block (110) where
the customer service representative requests the customer's
telephone number for the Outbound Telemarketing, process to call
the prospective customer back at a later date. The customer service
representative closes out the call since verification of the
customer has failed. The file is updated on FDR (120). The
activation center will forward the file to the Outbound
Telemarketing process where the customer service representatives
will call the prospective customer back at a later date and attempt
the activation process again once the customer identification is
verified.
[0037] Referring back to (98), if the customer's telephone number
matches the ANI number (30) and the customer is interested in
activating the card, the system (10) displays the customer's
account number. The customer service representative requests the
last eight digits of the account number (37) on the transaction
card. If the account number given (51) by the customer fails to
match (53) the account number stored in the system or if the
customer informs the customer service representative that he or she
is unable to provide the transaction card, the system will advance
to Block (54). In Block (54), the customer service representative
will ask for the customer's telephone number, and the system will
automatically forward the customer's account to the Outbound
Telemarketing process so that a call can be made to the customer at
a later date (54). The customer service representative closes out
the call since verification of the customer has failed and updates
the file on FDR (120).
[0038] Referring back to Block (51), if the 12 digit account number
provided by the customer corresponds with the account number stored
in the system, the customer has cleared/passed the initial safety
precautionary levels and the system automatically moves into the
eligibility check (130). Passing the initial safety level means
that the ANI (98) correctly identified the caller's telephone
number, the eight digit account number provided by the customer
matched the information stored within the system and the caller has
satisfied all other security checks of the system. Presumptively,
clearance of the security check indicates that the "prospective"
customer is the person calling to activate the card and has
possession of the transaction card. As a result, the system (10)
passes the initial safety precautionary questions and automatically
performs the eligibility check.
[0039] The eligibility check determines what services, if any, the
customer has already activated. For a customer who has previously
activated the CAM card, the eligibility check (130) also enhances
the system's efficiency by preventing the customer from duplicating
the initial activation steps each time the customer calls the CAM
processing center. Initially, the system (10) checks to verify if
the FDR system is down (122). If the FDR is up and operating, the
system automatically retrieves the account flags according to the
account's current status (140).
[0040] If the eligibility check is performed and the customer's
account is not assigned a flag of H, I or J, this means that the
customer has not previously activated any of the credit services
(150). The system will advance the customers account to FIGS. 3B,
3C and 3D respectively, where the customer service representative
sill attempt to convince the customer activate both the transaction
card and add the secondary credit card feature, as well as any
other additional features (160).
[0041] Returning back to Block (140), if the customer's account
generates a flag of H, I or J, this means that the customer has
already accepted or activated at least one of the services of the
card. If a customer receives a flag of "H," this indicates that the
customer has accepted both the transaction card and added the
secondary credit card feature. A customer with a "H" flag may want
to request a secondary credit card limit increase or may simply
wish to speak with the customer service representative about her
account. If the customer receives a flag of "I," this informs the
customer service representative that the customer has been declined
for the credit feature, but accepted the primary transaction card
feature. Here, the customer may wish to reapply for the secondary
credit card feature in FIGS. 3B and 3C. If the customer receives a
"J," the system (10) informs the customer service representative
that the customer has been previously declined for the credit
feature but rejected the primary transaction card feature. Now, the
customer may wish to activate the primary transaction card feature
(FIG. 3D) or activate the primary transaction use card and reapply
for the secondary credit card feature (FIGS. 3B, 3C and 3D). After
the system performs the eligibility check of Block (140), the
customer's account is forwarded to either FIGS. 3B, 3C, or 3D,
depending upon the services desired by the customer (173).
[0042] Referring back to Block 122 in FIG. 3A, if the FDR system is
down, the customer service representative asks the customer if she
has already activated the transaction card (123). If the answer is
yes, the customer service representative refers the customer's
account to the secondary credit card feature offer or to primary
transaction card use provider, as appropriate (124). If the answer
to Block (123) is "no", then the customer service representative
transfers the account to Block (150). The customer is then
transferred to block 160 where he is transferred to 3B, 3C, and
3D.
[0043] Referring to FIG. 3B, after the customer service
representative has made his pitch to the customer to accept the
credit card feature (200) and the customer accepts (210), the
customer is asked by the customer service representative their
birthday (220). If the customer is less than 18 years old, the
customer cannot be offered the secondary credit card feature; they
can only be offered the primary transaction card use (240).
Therefore, the system will forward the customer's account to the
primary transaction card use offer (240) which is discussed in FIG.
3D.
[0044] Returning to Block (210), if the prospect declines to accept
the offer, the customer service representative makes a rebuttal
offer in Block (215). This rebuttal is another attempt to get the
customer to accept the secondary credit card feature. If the
customer declines the credit card feature, the system moves to
Block (240) and forwards the customer's account to the primary use
offer, in FIG. 3D.
[0045] Returning to Block (230), if the customer is over the age of
18, the customer service representative will process the customer's
credit card application directly over the phone (270). The
information required from the customer to process their credit
request over the telephone is the customer's birth date, name,
address, and business or home telephone number. The customer
service representative will verify the customer's name, address,
and, as previously discussed, that the customer service
representative is speaking to the person on file (280). If there
has been a change in the caller's name or address, the customer
service representative will also perform another safety level check
(285). If there has been a change in the customer's address, the
system will forward to Block (286). After Block (286), the system
moves to Block (287) where the customer service representative is
prompted to ask the customer if the card is in the caller's
possession. If the answer is yes, the card can be activated. The
customer will give the customer service representative their new
address and telephone number. In Block (291), the customer service
representative will then ask the customer "how long have you lived
at your present address." If the answer is less than two years
(292), the customer service representative will request the
customer's previous address (293). The system (10) then moves to
Block (295) where the customer is requested to give his full social
security number. If the customer refuses to give his full social to
security number, the customer service representative will try a
rebuttal or a second attempt to get the customer to give their full
social security number (307). If the customer still refuses to give
his or her social security number, the customer service
representative will get the customer's home phone number (302) and
will then move to Block (303) to get the customer's business phone
number. The system (10) then moves to Block (301) where it
transfers the customer's account to Block (310) in FIG. 3C.
[0046] Returning back to Block (303) in FIG. 3B, if the customer
refuses to give his business number, then the system moves to Block
(304). If both the home and business phone numbers are both 9's,
the system will forward the account to Block (321), where the
customer will be offered primary transaction card use services
only. Referring to Block (292), if the customer has lived at the
present address for more than two years, the customer service
representative is not required to get the customer's previous
address.
[0047] In Block (285), the system documents a change in the
customer's name. If there has been a name change (282), the
customer service representative will inquire whether the caller is
the prospective customer listed on the transaction card (288). If
the answer is "yes", the customer service representative will ask
the customer, according to Block (287), is the card in the caller's
possession. If the answer to Block (287) or (288) is "no", the
customer service representative closes the call because the
verification has failed (290). If the answer to Block (287) is
"yes", the card can be activated under Block (289) and the system
(10) follows the same procedure discussed above.
[0048] Referring to FIG. 3C, the customer service representative
requests the customer's total annual household income (310). If the
customer knows his income (315) and provides the customer service
representative with this information, the system then moves to
Block (320) to get the customer's mother's maiden name or the
customer may provide a password. Returning to Block (315), if the
customer is unaware of his income or does not wish to provide his
exact income, the customer is asked to give an income range (330).
If the customer refuses to give an income range, the customer
service representative attempts a second rebuttal to get the
customer's income (331) After the rebuttal in Block (331), the
customer service representative gets the customer's mother's maiden
name or password in Block (320). Then the customer service
representative explains the process for obtaining a credit report
for the customer in Block (332). If the customer does not wish to
continue with the credit check (360), the customer account is
transferred by the system and will be offered the primary
transaction card use only (370). If the customer agrees to the
credit check (360), the system connects to the credit card
authorization process (ZOOT) under Block (380). If the credit card
authorization process is down (390), the system moves to Block
(400). In Block (400), the system will then activate the
transaction card use only and instruct the customer service
representative to inform the customer to call back at a later time
or the customer service representative will forward the customer's
account to the outbound calling database so that the customer may
be called back at a later date in order to activate the secondary
credit card feature.
[0049] If the credit bureau is up and running, the system performs
the credit check. If the applicant is not approved for the credit
card in Block (420), the customer account is transferred by the
system and the customer will be offered the primary transaction
card in FIG. 3D (510). If the customer is approved, the system is
routed to Block (430) and automatically returns a credit line based
upon the customer's credit check.
[0050] Once the customer's credit line has been established, the
customer service representative is instructed by the system (10) to
solicit a balance transfer from another credit card to the newly
approved credit card (440). If the customer declines the balance
transfer offer (450), the system (10) sends the account to Block
(370) where the account is automatically processed for the primary
transaction card feature.
[0051] Returning back to Block (450), if the customer agrees to a
balance transfer, the balance transfer process is initiated. The
system transfers to Block (401) where the customer is asked.
"whether the credit card in which they would like to transfer the
balance from is a First USA credit card or not." If the answer is
"yes", the balance transfer cannot be performed. If the answer is
"no", the customer then provides the name of the major credit card
account from which the balance is to be transferred. In Block
(451), if the balance is being transferred from a major credit card
account, the customer service representative requests the account
number and the amount under Block (453). If the account is not a
major credit card but a retail card or the like, the customer
service representative is instructed in Block (452) to get the
account number information and the vendor's name and address. If
the customer is unable to provide the vendor's name or address, the
balance transfer cannot be processed without this necessary
information. The customer service representative is instructed to
solicit a second balance transfer in Block (454). Returning to
Block (452), if the customer supplies the vendor's name and
address, the system moves to Block (457) where the customer service
representative obtains the customer's account number and the amount
that the customer would like to transfer. Once the initial balance
transfer has been solicited in Block (453), the customer service
representative solicits a second balance transfer under Block
(454). The balance transfer process is initiated once again under
Block (450). The customer service representative asks the customer
"whether she would like to have a second balance transferred or
not." If the customer answers "yes," the customer service
representative asks what major credit card account would the
customer like to transfer the amount from. If it is a major credit
card, under Block (461), the customer service representative enters
the account name, number and amount to be transferred under Block
(463). The system transfers the customer's file to Block (460).
Referring back to the second balance transfer in Block (454), if
the credit card is not a major credit card under Block (461), the
customer service representative requests the account information
and the vendor's address under Block (462). If this information is
known (464), the customer service representative inputs the account
number and the amount to be transferred (475). If the information
is unknown under Block (462), the second balance transfer cannot be
performed. Only the original balance transfer will be authorized if
the initial balance transferred process was completed in the above
steps. The system then moves to Block (460) in order to process the
first, second, or both the first and second balance transfers. In
Block (460), the balance transfer disclosure information appears on
the system's GUI and the customer service representative reads the
balance transfer disclosure information to the customer.
[0052] A condition of the CAM card is that if the customer is
approved for and accepts the secondary credit card feature, the
customer must also agree to accept the primary transaction card
feature. As a result, once the system completes the secondary
credit card activation process in FIG. 3C, the system (10)
automatically forwards the customer's account to the primary
transaction card offer in FIG. 3D for processing.
[0053] Referring to FIG. 3D, the customer service representative
asks the customer whether or not they would like to accept the
primary transaction card feature (510). If the customer declines
the primary transaction card offer (520), the customer's account
cannot be activated to receive any services. Thus, the customer
service representative ends the telephone call (530), closes out
the account and updates the file on FDR (540). If the customer has
been approved for the secondary credit card feature and now
indicates in Block (520) that she does not wish to activate the
primary transaction card, the system (10) prompts the customer
service representative to remind the customer that the credit card
application is contingent upon her acceptance of the primary
transaction card. If the customer still declines the primary
transaction card, the customer's account will be closed out. The
customer service representative will end the call (530) and then
update the account on FDR in Block (540).
[0054] If the customer agrees to activate the primary transaction
card (520), the system advances to Block (550) where the customer
is asked to provide a four-digit PIN number. In order to obtain the
primary transaction card use feature, the customer must initially
agree to establish a payment source (550). The payment source can
be a check, credit card or debit card. If the customer wishes to
pay by check, the customer simply mails a check to First USA and
once the check is approved, the amount of the check is entered as
the payment source for the customer's primary transaction card use.
In addition, a customer wishing to establish her payment source by
check may have her check automatically processed during the
telephone call. If the payment source is a credit card account or a
debit card account, the customer authorizes First USA to charge the
customer's credit card account or debit card account for the
payment source amount. The credit card or debit card can be a First
USA card or another major credit card or debit card. After the
payment source amount is depleted, the customer may recharge the
payment source by adding a new amount to their payment source
account by credit card, debit card transfer, or by check.
[0055] If the customer decides not to establish a payment source
(570), the system advances to Block (580), the customer call is
closed out and the customer's account is transferred to Blocks
(600), (605) and (610), which will be discussed below.
[0056] Returning to Block (570), if the customer agrees to
establish a payment source account, the system (10) inquires as to
whether or not the customer has a First USA credit card account
which has an available credit limit greater than 0 (620). The
secondary credit card feature obtained in FIGS. 3B and 3C can also
serves as the First USA credit card. If the customer responds
affirmatively in Block (620), the customer service representative
attempts to persuade the customer to use her FIRST USA credit card
as her payment source. If the customer has enrolled in the
secondary credit card feature, the system prompts the customer
service representative to ask the customer, "whether she would like
to have her payment source amount of the primary transaction card
posted on her new secondary credit card feature account" (630). If
the customer decides not to establish her credit card with a First
USA credit card, the system advances to Block (640). If the
customer agrees in Block (630) to have any charges incurred on her
primary transaction card posted on her secondary credit card or her
First USA credit card, the CAM card activation process is then
complete. The system automatically closes the call in Block
(580).
[0057] If in Block (620) the customer has previously declined the
secondary credit card offer or if the customer's credit application
for the secondary credit card has been rejected, the customer may
wish to reapply for the secondary credit card in Block (650).
[0058] Returning back to Block (620), if the customer's credit card
or debt card is not a First USA card, the system then establishes
the non-First USA credit card as the payment amount source (640).
Under Block (640), the customer must decide whether the payment
source amount * ill be billed to another major credit card, debit
credit card or by check. In Block (640) the customer service
representative asks the customer to provide information such as the
credit card or debit card provider, the credit or debit card
account number and/or expiration date of the credit or debit card.
Once the customer provides all the account information required in
Block (640), the CAM card activation is complete. The system
automatically closes the call (580) and advances the customer's
account to Blocks (600), (605) and/or (610).
[0059] Under Block 600, the system generates a reject/decline
letter, the balance transfer information is complied, a risk report
is generated, and/or any other necessary information is generated,
compiled or processed. The subroutine of Block (605) forwards the
customer activation records to the primary transaction card use
provider. The customer's account is updated on FDR in Block
(610).
[0060] Once the primary transaction card feature and/or the
secondary credit card feature has been establish, the system
includes the "reward dollars" feature, as an additional feature, to
the customers account. The "rewards" points may be used as a credit
against the secondary credit feature to reduce the balance of the
primary transaction card feature or the secondary credit card
feature. On the other hand, the customer may spend her reward
dollars in at retail outlets that accept MASTERCARD.RTM.,
VISA.RTM., AMERICAN EXPRESS.RTM., DISCOVER.RTM. or the like. Also,
the accrued reward points may be used to obtain certain types of
gifts, vacations, or other types of prizes offered through award
incentive programs. The reward dollars feature is just one example
of the additional use features. Other additional use features are
available at the customer's option, such as a travel program, a
Christmas savings plan or a gift purchasing program are available
at the customer's options.
[0061] The Outbound Telemarketing Activation process is similar to
the Inbound Telemarketing Process, with few exceptions. The
scripting read by the customer service representative to the
customer is different to reflect the outbound nature of call,
verification is different (since our in-house representatives are
contacting offerees in their own home), and population file is
different (those who are already activated, or those who have
requested not to be solicited are not called). The Outbound
Telemarketing Activation process is initiated by an outbound
customer service representative calling a prospective customer.
Once the prospect is obtained, the Outbound process is the same as
the Inbound process, discussed above and illustrated in FIGS.
3A-3D.
[0062] Although the invention has been described Faith particular
reference to preferred embodiments which are intended to be
illustrative rather than restrictive. Alternative embodiments will
become apparent to those skilled in the art to which the present
invention pertains without departing from its spirit and scope.
Thus, variations and modifications of the present invention can be
effected within the spirit and scope of the following claims.
* * * * *