U.S. patent application number 12/927494 was filed with the patent office on 2011-05-26 for distribution channel management for wireless devices and services.
Invention is credited to Philip G. Burger, Jonathan Edward Koch, C. Breck Morrison, G. Christopher Smith.
Application Number | 20110125609 12/927494 |
Document ID | / |
Family ID | 43065930 |
Filed Date | 2011-05-26 |
United States Patent
Application |
20110125609 |
Kind Code |
A1 |
Burger; Philip G. ; et
al. |
May 26, 2011 |
Distribution channel management for wireless devices and
services
Abstract
A system and method for distribution channel management for
devices and services in the wireless telecommunications industry
are disclosed. A product ordering software module is integrated
with an activation and credit scoring software module, a
commissions management software module, and a coop management
software module, wherein the software modules are optionally
integrated with additional software modules for product and service
management, and report generation. A plurality of geographically
distributed dealer agents who operate retail interfaces with
customers use a web-based interface with the software modules and a
data link with one or more distribution centers for delivery of
wireless devices from a plurality of wireless device manufacturers,
and with one or more carriers providing the subscription services
activated for the customers via the activation and credit scoring
software module.
Inventors: |
Burger; Philip G.; (Allen,
TX) ; Koch; Jonathan Edward; (New York, NY) ;
Morrison; C. Breck; (Frisco, TX) ; Smith; G.
Christopher; (Duluth, GA) |
Family ID: |
43065930 |
Appl. No.: |
12/927494 |
Filed: |
November 16, 2010 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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10338345 |
Jan 8, 2003 |
7835951 |
|
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12927494 |
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60346520 |
Jan 8, 2002 |
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Current U.S.
Class: |
705/27.1 ;
705/26.1 |
Current CPC
Class: |
G06Q 10/087 20130101;
G06Q 30/0641 20130101; G06Q 30/0601 20130101; G06Q 30/02
20130101 |
Class at
Publication: |
705/27.1 ;
705/26.1 |
International
Class: |
G06Q 30/00 20060101
G06Q030/00 |
Claims
1. A system for managing a wireless device arid service
distribution channel, comprising: a product ordering software
module integrated with an activation and credit scoring software
module, a commissions management software module, and a coop
management software module, wherein the software modules are
optionally integrated with additional software modules for product
and service management, and report generation; a web-based
interface between the software modules and a plurality of
geographically distributed dealer agents who operate retail
interfaces with customers for the sale of wireless devices and
subscription services; a data link with one or more distribution
centers for delivery of wireless devices from a plurality of
wireless device manufacturers in accordance with orders processed
by the product ordering software module; an interface between the
software modules and a plurality of carriers providing the
subscription services activated for the customers via the
activation and credit scoring software module.
2. The system of claim 1, wherein one or more of the dealer agents
are authorized agents for the sale of the subscription services by
at least two of the carriers.
3. An indirect dealer agent distribution channel management system,
comprising: a web-based presentation layer for interfacing and
exchanging data between a plurality of wireless dealer agents, at
least one wireless carrier and at least one distribution center; a
communication layer for interfacing and exchanging data between the
presentation layer and a plurality of wireless business function
modules including at least product ordering, activation and credit
scoring, commissions management, coop management, and content
management and delivery, 1 and optionally including modules for
product and service management, report 1 generation, and metrics
gathering; wherein each of the wireless business function modules
has access to a distribution channel database for the storage and
retrieval of data used by the modules; a data link provided between
the product ordering module and the at least one product
distribution center; an optional data-mining engine for selecting
data from the database for the report generation module.
4. A wireless indirect dealer agent management system, comprising:
(a) a plurality of dealer agents for selling wireless devices and
carrier subscription services to customers; (b) a plurality of
carriers for providing the subscription services to the customers;
(c) a web-based presentation layer for the dealer agents and the
carriers to interface with channel management software including at
least content management, wireless device ordering and reporting
tools, and optionally including one or more tools for supplying
rate plan information, product marketing, credit scoring,
activation, coop management, commission management and combinations
thereof; (d) a data link between the channel management software
and a database for storing and retrieving channel management data;
(e) a data link between the channel management software and one or
more distribution centers for supplying wireless devices from one
or more manufacturers to the deafer agents according to orders
placed via the wireless device ordering tool.
5. A wireless indirect dealer agent management system, comprising:
(a) a plurality of dealer agents for selling wireless devices and
carrier subscription services to customers; (b) one or more
carriers for providing the subscription services to the customers;
(c) software modules for product and service management, coop
management, commissions management, activation and credit.scoring,
replenishment ordering, and report generation; (d) a presentation
layer for interfacing between the plurality of dealer agents and
the software modules; and (e) a content management and delivery
module for interfacing between one or more carriers and the
software modules.
6. A wireless indirect dealer agent management system, comprising:
(a) a plurality of dealer agents for selling wireless devices and
carrier subscription services to customers; (b) one or more
carriers for providing the subscription services to the customers;
c) a communication layer for interfacing between software modules
for product and service management, coop management, commissions
management, activation and credit scoring, data capture,
replenishment ordering, content management and delivery, and report
generation; (d) a presentation layer for interfacing between the
dealer agents and the communication layer; (e) wherein the one or
more carriers are linked for interfacing with the presentation
layer, the communications layer, or a combination thereof.
7. The system of claim 6, further comprising a database for storing
and retrieving data by the data capture software module and a
data-mining engine operatively 3 associated with the database and
the report generation software module for data mining and metrics
reporting.
8. The system of claim 6 comprising more than one carrier.
9. The system of claim 6 comprising one or more additional software
modules linked to the communication layer for integrating one or
more additional business functions into the system.
10. A wireless indirect dealer agent management system, comprising:
(a) a plurality of wireless independent dealer agents for selling
wireless devices and carrier subscription services to customers;
(b) in communication with an integrated channel management
application system operated by a channel manager; (c) for supplying
the wireless devices from a plurality of distribution centers
operated by the channel manager, the carrier, a third party
independent of the channel manager and the carrier, or a
combination thereof.
11. A wireless indirect dealer agent management system, comprising:
(a) a channel manager network including functionality to order and
pay for product, market product, manage coop, activate product,
receive commission revenue, manage accounts, access third party
transactions, input customer data, support advertising, train sales
representatives, or a combination thereof; (b) a channel management
interface for a plurality of carriers to interface with the channel
manager network; (c) an agent interface for a plurality of dealer
agents to interface with the channel manager network, wherein each
dealer agent is an authorized activation agent for at least one of
the carriers; (d) a gateway through the channel manager network for
each of the carriers to manage activations by respective authorized
activation agents.
12. The system of claim 11 wherein at least one of the dealer
agents is an authorized activation agent for two or more of the
carriers.
13. The system of claim 11 further comprising a third party
interface for additional service providers and device manufacturers
to interface with the channel manager, and a respective gateway
through the channel manager network to manage sales by authorized
dealer agents.
14. computerized wireless indirect dealer agent management system,
comprising: (a) a product ordering tool; (b) a reporting tool; (c)
a content management tool; (d) a commissions management tool; (e)
an enterprise database including a data warehouse, a membership and
user database, and a product database; (f) an applications
programming interface between the tools and the enterprise
database; (g) graphical user interface processors operatively
associated with each of the product ordering tool, the reporting
tool, and the content management tool for exchanging data via
internet browser with a plurality of: product ordering agents
comprising wireless dealer agents; a plurality of reporting users
comprising the wireless dealer agents arid at least one carrier;
and a plurality of content managers including the at least one
carrier.
15. The system of claim 14 wherein the product ordering tool
includes targeted marketing functionality.
16. The system of claim 14 wherein the product ordering tool
includes real-time status functionality.
17. The system of claim 14 wherein the product ordering tool
includes custom catalogs for the product ordering agents.
18. The system of claim 14 wherein the product ordering tool
includes advanced product navigation.
19. The system of claim 14 further comprising additional business
partners with Internet browsers for exchanging data with the
graphical user interface processors.
20. The system of claim 14 further comprising a transaction
broker-server for exchanging data with integration partners
selected from external data warehouses, external credit scoring and
activation systems, coop management partners, distribution centers,
fulfillment centers, and combinations thereof.
21. The system of claim 20 wherein the transaction broker-server
exchanges data in simple object access protocol or extensible
markup language,
22. The system of claim 21 further comprising a custom transaction
client for exchanging data between the transaction broker server
and an integration partner without simple object access protocol or
extensible markup language capability.
Description
CROSS REFERENCE TO RELATED APPLICATION
[0001] This U.S. divisional patent application is related to, and
claims the priority benefit of, U.S. Nonprovisional patent
application Ser. No. 10/338,345, filed Jan. 8, 2003, which is
related to, and claims the priority benefit of U.S. Provisional
Patent Application Ser. No. 60/346,520, filed Jan. 8, 2002.
COPYRIGHT STATEMENT UNDER 37 C.F.R. .sctn.1.71(E)
[0002] A portion of the disclosure of this patent document contains
material which is subject to copyright protection. The copyright
owner has no objection to the facsimile reproduction by anyone of
the patent document or the patent disclosure, as it appears in the
Patent and Trademark Office patent file or records, but otherwise
reserves all copyright rights whatsoever.
REFERENCE TO COMPUTER PROGRAM LISTING APPENDIX
[0003] This application includes a computer program listing
appendix submitted on compact disc, which is hereby incorporated
herein by reference. The total number of compact discs submitted
herewith including identical duplicates is two. The files listed in
the computer program listing appendix are as follows:
FIELD OF THE INVENTION
[0004] The present invention relates to a distribution channel for
wireless devices and services. More specifically, the present
invention relates to a web-based system and method for the
management of such a distribution channel that includes a plurality
of dealer agents, wireless device manufacturers and service
providers.
BACKGROUND OF THE INVENTION
[0005] Businesses supplying wireless products and services to
customers typically maintain various distribution channels for the
fulfillment of product and service sales and orders. The wireless
devices, e.g. handsets, pagers, internet access devices, wireless
email devices, and the like, are generally provided by a
manufacturing concern, whereas the wireless services, i.e. the
actual sending and receiving of radio or other high frequency
transmissions for telecommunication with or between the wireless
devices, are provided by a wireless service provider or carrier.
The end customer, i.e. the ultimate purchaser or user, needs to
have both a wireless device and a contract for service with a
carrier for the device to be operational.
[0006] The distribution of wireless devices and services is
complicated by the fact that the manufacturer and carrier are
usually different, wholly independent enterprises. A wireless
device such as a telephone handset is associated with a unique
identifier, such as an electronic serial number (ESN), usually
assigned by the device manufacturer. A second unique identifier,
such as a telephone number or mobile identification number (MIN),
is assigned by the carrier for use in connection with the handset.
The MIN is programmed or otherwise loaded into a memory of the
handset, either at the distribution center or at the retail outlet.
The carrier uses the ESN and the MIN to activate the wireless
device for recognition by the carrier's wireless system. The
carrier must assign the MIN, and must also enter the manufacturer's
ESN of the wireless device into its database so that the switching
hardware recognizes transmissions from/to the device as
authorized.
[0007] A common distribution channel for wireless devices involves
distribution centers and independent or third-party dealer agents,
such as, for example, large retailers including specialty stores,
discounters, office superstores and mass marketers, master dealers
and their respective sub-dealers, and independent dealer agents,
and the like. Carriers rely on these indirect retailers who
ultimately interface is with the customer in retail outlets, by
telephone, mail, fax, Internet, e-commerce or other retail
interface, to acquire new service subscribers. This indirect
channel can account for as much as 45 percent of overall
activations.
[0008] Wireless handset manufacturers may produce various models
and brands of handsets for different wireless operating systems or
protocols. The handsets are typically procured, stored, and kitted
for shipment in a distribution or fulfillment center. The handsets
and kits can be sent to the dealer agents to replenish in-store
stocks, or can be shipped directly to an end customer who has
already ordered the phone and signed a service contract with a
carrier.
[0009] The customer purchases these wireless devices and
accessories, as well as carrier services through a retail interface
such as a retail outlet, or by telephone, facsimile transmission,
mail order, internet, other e-commerce and so on. The retail
interface may involve carrier store operations and/or third parties
such as dealer agents, who operate the retail outlet, or, in the
case of telephone, facsimile, mail order, Internet ordering, or
other e-commerce, an order processing facility.
[0010] Regardless of the product fulfillment method, the
relationship between the wireless telecommunication customer and
the carrier of wireless services starts with a service contract.
The service contract enables the customer's wireless equipment to
access a wireless transmission system, enabling the customer to
send and receive calls, for example. The service contract also
enables the carrier to bill and collect fees for use of the
wireless system by the customer.
[0011] There area number of costs borne by the carrier to establish
and maintain wireless customers or service subscribers through the
dealer agent channel. These include "costs of acquisition" such as
commissions, rebates, so-called
sales-performance-incentives-for-free or "SPFF's" and other
hand-set subsidies paid to the dealer agents; advertising and
promotional expenses; the expense of administration and management
of the dealer agents; and so on. Typically, the dealer agent is
paid a commission for each activation added to the carrier's
service, which can be a flat fee depending on the number of
activations or it can take the form of a residual tied to usage or
billing for the customer. Handset subsidies can include rebates
paid to the customer (and sometimes assigned to the dealer agent),
SPFF's paid to dealer agents, or can be discounted prices for
handsets sold to the carrier's new customers. A carrier does not
have a convenient way of ensuring that subsidized product is used
in its service network.
[0012] The task of communicating current rate plans, credit
requirements and service contracts to each of many dealer agents in
a timely fashion can be expensive. There are also costs of
servicing the dealer agent channel, such as product warehousing;
product returns and other "reverse logistics"; transportation and
shipping; order management; commission management; cooperative
advertising and marketing management; and the like. In the prior
art, these costs are high because most systems are inefficient, and
even in the case of automated systems for specific functions or
tasks, they are not integrated. For example, most orders are
received by phone or fax, and commission management is not done as
a part of activation, but is based on separate reports. Even where
software is available, the dealer agent typically is required to
use separate software applications for the various different
business processes associated with the operation of a wireless
retail outlet.
[0013] The dealer agents are similarly not satisfied with the
performance of the prior art distribution channel. Commission
calculations by the carriers are frequently inaccurate and payments
delayed. Inventory is frequently characterized by insufficient
product that is in demand, and excess product that sells too
slowly; there is not a satisfactory way to get exactly the right
product mix into the store, i.e. there is no good market
forecasting tool available to the dealer agents. Too frequently,
opportunities for potential cooperative advertising revenues are
missed. The life of many dealer agents can also be complicated by
offering wireless service by more than one carrier and/or obtaining
products from more than one distribution center, so that the
in-store procedures are different for each carrier and/or
distributor.
[0014] As a result of the fragmented and chaotic dealer agent
distribution channel characterized by the prior art, it is
difficult for carriers to gather and take advantage of point of
sale information for spotting market trends, determining marketing
demographics or sales forecasting. Roughly 80 percent of the dealer
agents have 5 or less points of sale. Moreover, such data are
limited to the carrier's own activations and do not include those
of other carriers, and may not include all products purchased by
the customer. It is even more difficult for the wireless device
manufacturers to forecast market trends or determine purchaser
demographics because they usually receive only limited or no point
of sale information; the manufacturers typically learn of sales
only by geographic region.
[0015] There exists, therefore, a need for a method and system for
managing the dealer agent distribution channel that overcomes the
disadvantages of the prior art.
SUMMARY OF THE INVENTION
[0016] The present invention is a method and system for efficiently
managing the dealer agent channel for distribution of wireless
devices and services. The invention uses a single website for
dealer agents to place wireless device and accessory orders,
participate in cooperative advertising programs, process commission
payments, perform customer credit scoring and activation, and the
like. The invention is particularly applicable when a plurality of
dealer agents are involved for a particular carrier, and can also
be used by dealers who provide activations for more than one
carrier. The invention is also applicable for dealer agents who
order products from more than one distribution center.
[0017] The system is preferably web-based and can include a
presentation layer for a plurality of wireless dealer agents to
interface and exchange data with a plurality of software modules
for performing various business functions associated with the sale
of wireless devices and services, and a content management and
delivery module for at least one carrier to interface and exchange
data via the function integrators. The wireless business function
software includes modules for product ordering, activation and
credit scoring, and commissions management, and can, if desired,
also include modules for coop management, product and service
management, report generation and other wireless business
functions.
[0018] The present system and method can provide for efficiently
supporting a highly fragmented indirect channel, maximize
activations for the carrier while minimizing support costs, and
turn acquisition and management costs across channels into a single
controllable cost. In contrast, the direct channel company-owned
stores have fixed costs. The invention can also simplify management
and control of product offerings and selling strategies that can
vary significantly across distribution channels and geographic
areas. For the dealer agents, the invention can reduce the time
spent interfacing with the carrier, ensure product availability,
facilitate and automate product forecasting and ordering, and speed
up receipt of activation revenue.
[0019] In one embodiment, the present invention provides a system
for managing a wireless device and service distribution channel,
comprising a product ordering software module integrated with an
activation and credit scoring software module, and a commissions
management software module, and these software modules can, if
desired, also be integrated with software modules for coop
management, product and service management, report generation and
other wireless business functions. The system also includes a
web-based interface between the software modules and a plurality of
geographically distributed dealer agents who operate retail
interfaces with customers for the sale of wireless devices and
subscription services. The system has a data link with one or more
distribution centers, preferably more than one distribution center,
for delivery of wireless devices from a plurality of wireless
device manufacturers in accordance with orders processed by the
product ordering software module. The system further includes an
interface between the software modules and a plurality of carriers
providing the subscription services activated for the customers via
the activation and credit scoring software module. One or more of
the dealer agents are authorized agents for the sale of the
subscription services by at least two of the carriers.
[0020] In another preferred embodiment, the system comprises a
plurality of wireless dealer agents, at least one wireless carver
and at least one distribution center. A web-based presentation
layer is provided for interfacing and exchanging data with the
dealer agents and carrier(s). A communication layer interfaces and
exchanges data between the presentation layer and wireless business
function modules, including at least product ordering, activation
and credit scoring, commissions management, coop management, and
content management and delivery, and can, if desired, also include
modules for product and service management, report generation,
metrics gathering and other wireless business functions. Each of
the wireless business function modules has access to a distribution
channel database for the storage and retrieval of data used by the
modules. There is a data link provided between the product ordering
module and the product distribution center(s). If desired, a
data-mining engine can be provided for selecting data from the
database for the report generation module.
[0021] The method of one embodiment comprises the steps of:
[0022] establishing interfaces between distribution channel manager
software and a plurality of wireless dealer agents for at least one
carrier, the software comprising a presentation layer for the
exchange of data with the dealer agents, wherein the presentation
layer is operatively coupled with business function software
modules comprising a product ordering module, activation and credit
scoring module, and commissions management module, and can, if
desired, also comprise software modules for coop management,
product and service management, report generation and other
wireless business functions;
[0023] operating the product ordering module to process orders
placed by the dealer agents via the presentation layer for
inventory replenishment and arrange for delivery of wireless
products from at least one distribution center to the respective
dealer agents;
[0024] operating the activation and credit scoring module to
perform credit scoring on customers based on data entered via the
presentation layer, to receive confirmation or conditions from the
at least one carrier for the establishment of wireless service for
the customers, and to activate wireless devices to establish the
customers as subscribers of the at least one carrier;
[0025] operating the commissions management module to calculate
commission payments to each dealer agent by the at least one
carrier based on the activations from step (c) that are validated
and any charge backs applicable to the respective dealer agent;
[0026] if present, operating the coop management module to develop
marketing concepts for each dealer agent; develop advertising copy
and design based on the concepts, arrange for approval of the copy
and design by the at least one carrier, and receive a coop payment
from the carrier on behalf of the dealer agent;
[0027] operatively establishing an interface between the at least
one carrier and a content management and delivery module of the
channel management software for receiving wireless marketing
program information from the at least one carrier for use in the
dealer agent interfaces in step (a), the product ordering operation
of step (b), the activation and credit scoring operation of step
(c), the commissions management operation of step (d), where
present the coop management of step (e), or a combination
thereof.
[0028] The channel management software used in the method
preferably includes a communication layer for exchanging data
between the presentation layer and a channel management database.
The interface with the at least one carrier is preferably via the
presentation layer, and the interface of the content management and
delivery module is preferably via the presentation layer or the
communication layer. In step (a) of the method, the user can be
profiled at log on using a username and password or other unique
identifiers to determine the type of interface to be established
(carrier or dealer agent) as well as the software modules, content
and database access levels.
[0029] The product ordering operation can include forecasting sales
for a respective dealer agent based on data entered via the dealer
agent interface, ordering wireless handsets and accessories for the
respective dealer agent based on the sales forecast, tracking and
receiving the orders, reporting on sold product, updating the sales
forecast based on sold product, and reconciling activations with
ESN's. The wireless marketing program information can include
carrier service rate plan information, commission information,
rebate information, market directed funding information,
sales-performance-incentives-for-free (SPFF) information,
collateral material information, training information on wireless
products and services, sales tools, and the like. The method can
interface with multiple carriers, wherein one or more of the dealer
agents are authorized for activations with more than one carrier.
Similarly, the method can place wireless product orders with more
than one distribution center, e.g. a distribution center of the
channel manager, the carrier, the manufacturer, a third party
distributor, or the like.
[0030] In one preferred embodiment of the method, point of sale
information is captured during the activation and credit scoring
operation of step (c) and stored in the channel management
database. The point of sale information can be used in sales
forecasting or other software modules. The channel management
software can also include a business report generation module. The
point of sale information can also be mined for metrics reporting
to the carrier(s), manufacturer(s) or other third party.
BRIEF DESCRIPTION OF THE DRAWINGS
[0031] FIG. A is a schematic diagram of the relationship between
the dealer agents, carriers, manufacturers, and distribution
centers using one embodiment of the channel management software of
the present invention.
[0032] FIG. 1 is a schematic diagram of one embodiment of the
channel management system according to the principles of the
present invention.
[0033] FIG. 2 is a schematic diagram of another embodiment of the
channel management system according to the principles of the
present invention.
[0034] FIG. 3 is a schematic diagram of the relationship between
the dealer agents, the channel manager, and the distribution
centers according to one embodiment of the present invention.
[0035] FIG. 4 is a schematic diagram of the concept of a private
exchange between the dealer agents and the wireless carriers
facilitated by the channel management application according to an
embodiment of the present invention.
[0036] FIG. 5 is a schematic view of the core components of the
channel management application according to an embodiment of the
present invention.
[0037] FIG. 6 is a block flow diagram of selected channel
management business processes according to an embodiment of the
present invention.
[0038] FIG. 7 is a schematic view of channel management application
system architecture according to an embodiment of the
invention.
[0039] FIG. 8 is a schematic view of the channel management
application software of FIG. 7.
[0040] FIGS. 9-19 are screen displays for an ordering module
presentation interface according to one embodiment of the
invention.
[0041] FIGS. 20-23 are screen displays for a content management
module presentation interface according to one embodiment of the
invention.
DESCRIPTION OF THE INVENTION
[0042] In the following description of the method and system of
wireless distribution channel management, the invention is
described as being used to distribute wireless handsets. The
present invention is not, however, restricted to handsets. Those
skilled in the art will recognize that the present invention may be
used to advantage for the distribution of any number of wireless
devices that must be activated for service, as well as accessories
related to the wireless devices such as cases, mounting hardware,
antennas, remote listening and speaking devices, power supplies,
battery chargers and the like. For example, the present invention
can be used to advantage for the distribution of wireless pagers,
wireless Internet access devices, wireless email devices, satellite
television and radio receivers, and various wireless remotes.
However, for purposes of illustration and clarity, and not for
limitation, the present invention will be described with reference
to the distribution of wireless handsets.
[0043] With reference to FIG. A, there is schematically shown the
general flow of goods and information between the dealer agents A,
the manufacturers B, and the carriers C in accordance with the
principles of one embodiment of the present invention. The dealer
agents A and the carriers C interface with web-based presentation
layer D, which is in communication with server E. The channel
management software F is resident on the server E and is in
communication with database G for the storage and retrieval of
channel management data. The channel management software F
facilitates the business processes that involve the sharing of
information between the dealer agents A and the carriers C, who
effectively communicate and conduct transactions with each other
via the presentation layer D and the channel management software F.
The distribution center(s) H keep an inventory of products from the
manufacturer(s) B. The channel management software F communicates
ordering information with the distribution center(s) H via a data
link so that products are shipped from the respective distribution
center H to the dealer agents A in accordance with the ordering
information.
[0044] With reference to FIG. 1, the channel management system 10
according to the present invention provides a convenient platform
for effecting most of the business processes of the dealer agents
12 that require the sharing of information with the carrier(s) 14.
The channel management system 10 includes a web-based presentation
layer 16 for interfacing and exchanging data with the dealer agents
12. The presentation layer 16 is preferably a graphical user
interface (GUI) comprising one or more screens or pages viewable
from a computer monitor or other display device and enabled by
activating a web browser program. The presentation layer 16 can be
customized or dealer agent-specific for private labels or
brands.
[0045] Various software modules 18, 20, 22, 24, 26, 28 in the
channel management system 10 facilitate the business processes
involving the carrier(s) 14. The module 18 provides product and
service management such as the communication of carrier service
rate plans, wireless devices compatible with the carrier's system
operating protocol, and pricing for products and services.
[0046] The coop module 20 manages the content, placement and
payment for shared advertising and promotions, such as
market-directed funding provided by the carrier 14. The coop module
20 uses a coop account established for each of the dealer agents
12, and with each purchase of products designated as having a coop
available, the respective dealer agent coop account is credited.
For example, the module 20 can use a table data structure to
support product-coop relationships.
[0047] This allows the dealer agents 12 to take advantage of
additional coop funding from original equipment manufacturers
(OEM's) that might not otherwise be available when the products are
purchased from the carrier 14 or outside the channel management
system. The account can also be credited whenever the carriers 14
make coop payments. The module 20 is preferably a web-based or
web-accessible program that provides the dealer agents 12 with
online access to their respective accounts. The dealer agents 12
can send in scanned advertising copy for approval and payment via
the module 20. The module 20 can also include an ad maker tool that
allows the dealer agents 12 to create custom ads for the local
level, and to create direct mail campaigns. The module 20 can also
provide means for supplying the dealer agents 12 with OEM-branded
collateral merchandise, for example, t-shirts, mugs, pens and so
on.
[0048] The commissions module 22 can track commissions payable by
the carriers 14 to the dealer agents 12 based on activations, for
example, or other sales data captured via the presentation layer
16.
[0049] The credit scoring and activation module 24 receives credit
information for a prospective wireless service subscriber, runs a
credit check and/or scoring according to the rules established for
the particular carrier 14, confirms credit approval (or reports
conditions of service to the dealer agent 12), and activates the
subscriber, e.g. by reporting ESN, MIN and customer data to the
carrier 14.
[0050] The ordering module 26 allows the dealer agents 12 to order
stock via the presentation layer 16, and arranges for order
fulfillment by a distribution center (see FIG. 3). The ordering
module 26 can also include order status tracking and inventory
management functions.
[0051] The ordering module 26 preferably includes an online credit
application that automatically provides the dealer agents 12 with
credit or additional credit, and an information screen that informs
the dealer agents 12 of their credit limits and availability.
Credit limits for the respective dealer agent 12 can be adjusted
based on activations. accrued commissions, accrued coop funding, or
other sales as indicated in the modules 20, 22 and 24, for example,
particularly where the dealer agent 12 has given a security
assignment of such proceeds to the channel manager to and/or
distribution center. The module 26 preferably includes multiple
payment options, such as, for example, credit card,
collect-on-delivery (COD), invoicing, electronic check, wire
transfer, coop account balance transfer, or the like. For
electronic check payment, the module 26 can include a data link
with an online check processor. For wire transfer, the module 26
can include a data link to capture is wire transfer numbers, means
for temporarily holding the orders until the wire transfer is
completed, means for wire transfer execution, and means for sending
an email or other electronic confirmation of order acceptance or
denial. Where credit is extended to the dealer agent 12, the module
26 should also preferably include credit hold and release features
in the event the dealer agent 12 is not entitled to credit, e.g.
due to payment history. The credit hold is communicated to the
respective dealer agent 12 upon entry from the home page, during
the checkout process, or by email or other electronic
communication, and depending on the type of credit hold can be
released via a user interface comprising one or more web screens
and/or pages.
[0052] Volume pricing discounts can be offered to the dealer agents
12 by catalog, with the ability to set and show prices available to
the dealer agents 12 within different catalogs or another type of
user interface. Volume discounts can be on a per transaction basis
or total monthly or other time period purchases. The module 26 can
also use a volume pricing rule determined by carrier partners, i.e.
handset and accessory manufacturers.
[0053] The module 26 can also provide for the ordering of
associated marketing materials, e.g. banners, posters, point of
sale
[0054] (POS) displays, and other collateral sales items, especially
for accessories and handset-accessory bundles. The module 26 can
include a special offer landing page; shopping cart, add to
shopping cart and check out features; and a special offer managing
tool. For handset-accessory combinations, the module 26 preferably
includes bundle definition rules, shopping cart display
characteristics, accounting treatment methodologies, a database
definition table or XML form that controls the setting of bundles,
a bundle management tool, and the like.
[0055] The module 28 generates routine or custom reports based on
the activities in the other modules. For example, activations by
ESN is a common report generated from data captured from the
activations module 24, and has considerable utility in the
commissions module 22 where these payments are based on a fee for
activations. Other reports generated by module 28 can include
purchase history for is phones and accessories, aging of accounts
payable, summary of returns and credits to account, and so on.
[0056] These modules are commercially available, similar modules
are available that can be readily adapted for use in the present
invention by the ordinarily skilled programmer, and/or the software
for performing the functions of the modules can be developed by the
ordinarily skilled programmer. For example, ordering software for
module 26 is known under the trade designations ORDERSTAR.RTM. (see
the computer program listing appendix) and CELLSTAR AOS 4.0; and
report generating software for module 28 is known under the trade
designation CELLSTAR NETXTREME.RTM. (see the computer program
listing appendix). Many carriers already have activation and credit
scoring software that can be readily adapted for use in the channel
management system 10, and others are commercially available, e.g.
from GetConnected Inc. Coop management software is available, for
example, from Advanced Advertising Services.
[0057] This channel management system 10 allows each dealer agent
12 to log on to a single website with a username and password
protocol to profile the presentation layer 16 and/or other software
modules for the particular marketing program applicable to the
respective dealer agent 12 and/or carrier 14, recognizing that each
of the carriers 14 can have different programs for different dealer
agents 12 who have different volumes or geographical locations or
service areas. The dealer agent profile limits information to that
which is appropriate for the particular dealer agent 12, i.e. one
dealer agent 12 will not generally be provided with access to the
information of other dealer agents except as authorized by the
profile. Moreover, some dealer agents 12 may be authorized agents
of more than one of the carriers 14; the channel management system
10 allows these multi-carrier dealer agents 12 to interface with
multiple carriers via the same presentation layer 16, while at the
same time preventing unauthorized viewing of one carrier's
information by another. The channel management system 10 thus
provides a platform for the private exchange of information between
the dealer agents 12 and the carriers 14.
[0058] On the other side of the channel management system 10, the
carriers 14 can interface a content management and delivery module
30 that is integrated with each of the software modules 18, 20, 24,
26, and 28. This allows each of the carriers 14 to automatically
update program information for all or selected ones of its dealer
agents 12. For example, changes in subscription plans can be simply
posted into the channel management system 10 via the module 30 and
each affected dealer agent 12 is automatically updated at log on or
otherwise. Similarly, collateral materials for coop advertising can
be conveniently distributed to the appropriate dealer agents 12 via
the coop module 20.
[0059] The content management and delivery module 30 provides the
carriers 14 with an online administrator tool to create its own
catalog. For example, specific catalogs are assigned to each of the
carriers 14. The carriers 14 control the wireless handsets and
accessories that are selected for the catalog, and the catalog
assigned to the particular carrier 14 is made available to the
carrier's dealer agents 12 by login. The catalog preferably
associates accessories and aftermarket products with each handset
model. The module 30 preferably includes a login screen for the
carriers 14 in which the carrier 14 enters a username and password.
The module 30 allows the carrier 14 to add new items to the catalog
and delete obsolete items.
[0060] The module 30 also preferably includes a web-based pricing
interface that allows the carrier 14 to set prices used in the
ordering module 26. The prices can be set globally or for
particular dealer agents 12 or groups or classes of dealer agents
12. The module 30 preferably includes a web-based administrative
tool for the carrier 14 to offer rebates, SPFF's or other
incentives to the dealer agents 12, again either globally or to
specific dealer agents or groups or classes of dealer agents
12.
[0061] The carriers 14 are also allowed to login and profile sales
via the ordering and reporting modules 26, 28. By providing the
carriers with such an interface, the carriers 14 can view all sales
to dealer agents within their system and obtain reports on product,
ESN, intelligent roaming database (IRDB) and so on by "ship to" or
other parameter. Preferably, the system 10 creates carrier profiles
and dealer agent profiles, and associates the profiles of the
carriers 14 with those of the respective carrier's dealer agents
12. The module 28 can also be configured to generate custom reports
for the carriers 14.
[0062] Another embodiment of the invention is shown schematically
in FIG. 2 wherein the system users 100 comprise both dealer agents
and carriers who exchange data via a presentation layer 102, which
can be a single website accessed by both types of users 100. There
is a distinct communication layer 104 that then exchanges data
between the presentation layer and the various business process
software modules 106, 108, 110, 112, 114, 116, 118, 120, as well as
database 122. The communication layer 104 also facilitates data
exchange between the various software modules 106, 108, 110, 112,
114, 116, 118, 120, and thus serves to integrate them. The modules
106, 108, 110, 112, 114, 118 generally perform the same functions
as the modules 18, 20, 22, 24, 26, 28 in the FIG. 1 embodiment;
however, the content management and delivery module 116
corresponding to module 30 in the FIG. 1 embodiment is also
similarly integrated via the presentation layer 102 and
communication layer 104. Additional business process software
modules 120 can also, if desired, be integrated into the system via
the communication layer 104.
[0063] A database 122 is also integrated via the communication
layer 104. This allows information gathered during the operation of
the software modules 106, 108, 110, 112, 114, 116, 118, and 120,
e.g. point of sale information, to be captured. These data can
include demographic data, handset and accessory data, plan
information, options selected, carrier and the like, and can be
used for data mining and metrics reporting, for example, via a data
mining engine 124 and report generation module 118. The database
122 can be geographically distributed, for example, the database
122 can include an aggregation of data maintained or provided by
participating carriers, manufacturers, other third parties, or the
like.
[0064] These data, solely from the channel manger and/or aggregated
with data from one or more data sharing partners, can be
conveniently used in sales forecasting, inventory management, and
marketing by the channel manager, the dealer agents, the carriers,
the distribution centers, the wireless device manufacturers, market
research consultants, and other third parties. Because these data
can be based on the data for all dealer agents, carriers and
manufacturers participating in the channel management system, they
are more representative and is complete than each user's own data
would be. Conversely, access to specific data or regions in the
database 122 can be limited by rules establishing which data are
accessible by user profiles, for example, where different
manufacturers desire to keep confidential or proprietary data from
other manufacturers or users. Because the channel management system
is computerized and integrated, the data are current and can be
made available very promptly. For example, sales trends and
changing customer demographics can be quickly reported to
manufacturers who can then change their marketing strategies and
product mix in response. Dealer agents can be promptly alerted to
developing demand for certain products. A direct benefit of the
channel management system of the present invention is improved
efficiencies and reduced costs for the dealer agents, carriers, and
distribution centers, and lower prices and improved service and
delivery to customers.
[0065] FIG. 3 schematically illustrates the operation of the
channel management application 200 to manage a plurality of
indirect dealer agents 202 and coordinate product fulfillment from
various sources. For example, dealer agents 202 authorized by a
particular carrier may include one or two large (more than 1000
activations per month) agents 202A, a handful of midsize (100-1000
activations per month) agents 202B, and a relatively large number
of small (less than 100 activations per month) agents 202C.
Regardless of size, each of the dealer agents 202 uses the channel
management application 200 to order wireless devices and
accessories from distribution center 204 operated by the channel
management software operator, distribution center 206 operated by
the carrier, fulfillment center 208 operated by the carrier, and/or
distribution/fulfillment center 210, which can be independent of
the carrier and channel manager. The distribution/fulfillment
centers 204, 206, 208, 210 process the orders and deliver the
merchandise to the dealer agents 202 and/or their customers as the
case may be. The distribution centers 204, 206, 208, 210 preferably
report to the channel management application 200 so that the dealer
agents 202 can also determine product availability, track order
status and delivery, manage inventory and the like. If desired, the
channel manager can by agreement also receive activation revenues
from the carriers on behalf of the dealer agents and transfer these
funds to the dealer agents, to cover purchases from the
distribution centers, or as an offset against accounts payable to
the channel manager. Other distribution and/or fulfillment centers
(not shown) can also be used to supply merchandise to the dealer
agents 202 and/or directly to their customers in the case of
fulfillment centers.
[0066] FIG. 4 is a schematic diagram of the concept of the private
exchange of carriers with their dealer base and third parties. The
channel manager network 300 provides integrated business software
for the wireless market as described above, including ordering and
paying for merchandise, marketing, coop management, product
activation, commission payment, account management, access third
party deals, customer data input, advertising support, training,
and the like. Carrier 302 is a first indirect channel manager with
a gateway 304 through the network 300 to manage dealer agents 306.
Carrier 308 is a second indirect channel manager with a gateway 310
through the network 300 to manage agents 306 and 312. Note that
dealer agent 312 is an exclusive dealer agent for carrier 308,
whereas dealer agents 306 are authorized to enlist subscribers for
both carriers 302 and 308. Another gateway 314 can be provided
through the network for the dealer agents 306 and 312 to interface
with other third party service/product suppliers, such as, for
example, interne service providers 316 (e.g. AOL or MSN), broadband
service providers 318 (e.g. GetConnected, Simplexity or Handango),
personal digital assistant (PDA) manufacturers 320 (e.g. Nokia,
Motorola, Ericsson), and the like. The dealer agents 306, 312 thus
have access to third party devices and services, as well as account
management, custom catalogs and the like.
[0067] FIG. 5 schematically illustrates the core components of the
channel management system 400, including dealer agent interface 402
linked to various software modules 404, 406, 408, 410 and 412. The
interface 402 includes or is operatively linked to a customer point
of sale (POS) information input platform 414. The channel
management system 400 serves to integrate all of the necessary
components of a complete channel management application and expands
simple ordering to encompass private exchange functionality between
the dealer agents and the carriers.
[0068] The private exchange module 404 provides carriers and other
indirect is wireless distribution channel managers to uniquely
tailor prices and rebates for each dealer agent account within the
program. The module 404 can be used to sign up new agents online,
as well as manage dealer agent credit applications online. The
module 404 offers catalogs and catalog views that are specific to
the pertinent carrier; each carrier can control the products listed
in the catalogs for its dealer agents, for example, to ensure that
the phones sold to its subscribers work properly on the carrier's
network system. The module 404 effects fulfillment of orders via
data links, preferably extensible markup language (XML) data links
and/or simple object access protocol (SOAP) to various distribution
centers operated by the carrier, the channel manager,
manufacturers, third party logistics suppliers, etc. The module 404
can develop agent profiles by account, region and nationally, and
facilitates the monitoring of agent purchasing behaviors. The
module 404 desirably creates administrator views so that indirect
channel managers within each carrier can view and track sales by
geographical region. The module 404 preferably associates the ESN
of handsets purchased by each dealer agent so that the information
can be used in the activation module 410 to ensure that
carrier-subsidized products are used in the subsidizing carrier's
service network.
[0069] The product marketing module 406 provides additional
wireless products and services for sale by the dealer agents
through a separate tab and section of the agent interface site 402,
enabling each agent to sell broadband, long distance, local
exchange, satellite services, and PDA's with wireless telephone
services. The product marketing module 406 Can support online sales
by the carriers from a carrier's website using a data link,
preferably an XML/SOAP data link, to a direct-to-the-consumer
fulfillment center for order processing. The module 406 also
provides the entire dealer agent base for each carrier with an
online source for rate plans and for downloading rate plan alerts,
changes, updates and similar information. From to the dealer
agents' perspective, they are provided with the means for
comparison shopping that can be used to facilitate sales in their
stores, and they can also order products that are not in stock in
their store, e.g. for fulfillment directly to the purchaser.
[0070] The coop module 408 facilitates cooperative advertising
submittal, approval and payment process. The module 408 can include
tools such as templates to facilitate the development of ads by the
dealer agents. For example, prepackaged graphics and ad layouts can
be made available to the dealer agents online. The module 408 also
provides carriers with discrete control over each dealer agent
account, similar to the private exchange module 404. Because coop
funding available to each dealer agent is usually directly
dependent on the level of product purchasing, the integration of
the coop module 408 with the product purchasing functions of the
private exchange module 404 simplifies the coop function for both
the dealer agent and the carrier.
[0071] The credit score and activation module 410 enables dealer
agents to log into ordering software and use a separate tab to
enter customer data required for activation. With the appropriate
data links, the module 410 provides real-time credit scoring with
the carrier's credit bureau or using an outside credit agency. The
module 410 will allow the dealer agent to enable credit score and
activation processes across multiple carriers. The module 410 uses
credit failure data to offer alternative products and/or services.
An online purchase form associates ESN's, MIN's, customer
information and other information required for activation, and
automatically enters the associated information into a checkout
form. If desired, the module 410 can be integrated with existing
online tools of a particular carrier. The subscriber information
for each dealer agent is stored and downloadable into the dealer
agent's system, while the information is simultaneously captured by
the respective carrier for activation. The module 410 can also be
used to minimize fraud and reduce chum, i.e. the contemporaneous
cancellation of subscription service by a carrier's existing
customer and the establishment of a new subscriber account for the
customer by the dealer agent.
[0072] The commissions module 412 allows dealer agents and carriers
to reconcile commission payouts. The carriers can manage payment of
commissions to dealer agents using the module 412. The carrier can
uniquely structure commissions by agent account or globally. Using
the module 412 will allow the dealer agents to receive their
commission checks sooner than if the carrier were managing the
process. Another advantage is that facilitating the commission
reconciliation and payment process allows the channel management
enterprise or distribution center(s) to use commission receivables
as collateral against bad debt from dealer agent accounts, thereby
reducing credit costs and risks.
[0073] FIG. 6 is a block flow diagram of some of the indirect
dealer agent business processes according to an embodiment of the
present invention. The product order and payment track begins in
step 500 with an estimate of product needed using a sales forecast
that can be based on recent sales by the dealer agent as well as
other tools, including data "mined" by the operation of the channel
management system. In step 502, the sales forecast is used to order
phones and accessories. The order is received, routed to the
appropriate distribution center and tracked in step 504. In step
506, the product sales by the dealer agent are tracked and
reported, preferably using a POS data capture platform. If desired,
the step 506 can be integrated with information on returns. As
mentioned, sales reported in step 506 are used in the sales
forecasting step 500. In step 508, the activations are reconciled
with the ESN's of the product sold, preferably via the POS data
capture platform.
[0074] The product marketing track includes the posting by the
carrier of rate plan information into the channel management
application in step 510, and of commission, rebate market-directed
funding and SPFF information in step 512. This information is in
turn used in the ordering step 502 by the dealer agent to maximize
carrier subsidies and payments and minimize the cost of goods, as
well as in coop management as discussed in more detail below. Using
the information posted by the carrier in steps 510 and 512, the
dealer agent develops collateral or POS materials for the desired
products in step 514. In step 516, the dealer agent receives
training for store sales personnel on the products and services
offered by the dealer agent, and in step 518 the dealer agent uses
online sales tools.
[0075] In the coop management track, the dealer agent develops
marketing concepts in step 520, taking into account the information
from steps 510 and 512 as previously mentioned. In step 522,
advertisement copy and designs are developed by the dealer agent,
and submitted for approval in step 524. Once approval by the
carrier or on the carrier's behalf is obtained in step 526, the ads
are placed in print, broadcast, or other media, and the coop
payment is made in step 528.
[0076] In the product activation track, a credit scoring is
performed in step 530, the credit approval (or conditions) is
received in step 532, and the subscriber is activated in step 534.
Reconciliation of ESN's with the subscriber activation is then
performed in step 508 as previously mentioned.
[0077] In the commission payment track, the expected commissions
are calculated in step 536 based on the activation report by ESN
from step 508. The activation report is received by the carrier in
step 538, validated in step 540, and commissions are paid in step
542, less any charge backs in step 544.
[0078] FIGS. 7 and 8 show an overview of system architecture for
the channel management application according to another embodiment
of the invention. The channel management application 600 is linked
via the internet 602 for communication via hypertext transfer
protocol (http) or secure http (https) with the workstations or
servers of the product ordering agents 604, reporting users 606,
content managers 608, other business partners 610, and the like.
The channel management application 600 is similarly linked via a
transaction broker application or server 612 (see the computer
program listing appendix for an example) for communication via
SOAP, XML or the like with the systems of external data warehouse
614, external credit scoring and/or activation system 616, coop
management partner 618, external fulfillment center 620, and
additional integration partners 622 such as, for example,
distribution centers, data warehouses, product databases,
enterprise resource planning systems, including real time pricing
capabilities, and the like. Custom interface 624 can be used for
interfacing with clients without SOAP/XML capabilities.
[0079] The channel management application 600 includes product
ordering tool 630 to (see the computer program listing appendix for
an example), reporting tool 632 (see the computer program listing
appendix for an example), content management tool 634 (see the
computer program listing appendix for an example), commissions
management tool 636, and channel manager database 638. These tools
and the database 638 are associated with an application programming
interface 640. The is product ordering tool 630, reporting tool
634, and content management tool 634 can be associated with
respective graphical user interface (GUI) processors 642, 644, 646.
The product ordering tool 630 can include targeted marketing
feature 648, real-time status feature 650, custom catalogs 652, and
advanced product navigation feature 654. Enterprise database 638
can include a data warehouse 656, a membership or user database
658, product database 660, and the like.
[0080] In a preferred embodiment, the product ordering tool 630
includes one or more of the features of the ORDERSTAR.RTM. software
module, e.g. online order processing, product availability,
customized product catalogs, real time shipping information,
individual shopping cart, an account maintenance section,
information security (user login), private branding capabilities,
online support, open development and integration standards, and the
like. The reporting tool 632 preferably includes the capability for
reporting by ESN, inventory, order history, sales history, and the
like. The reporting tool 632 preferably uses the same Internet
security access and profiling as the ordering tool 630. The GUI
processors 642 and 644 preferably have a similar look and feel.
[0081] FIGS. 9-18 show a representative set of interface display
screens for the GUI processor 642 associated with the typical
placement of an order using the ordering tool 630. FIG. 9 shows an
exemplary login screen 700 on a conventional web browser, including
a login area 702 for inputting a username and password, and a new
user area 703 with a link to an online self-registration screen
(not shown). A banner area 704 is included for the display of the
website manager graphics and trademarks, as well as a site
navigation bar 705. If desired, banner area 704 can include
graphics and/or trademarks specific to the carrier or other private
branding for brand consistency. In either case, the banner area 704
and associated branding logos, custom colors and fonts are
desirably uniform throughout the site for brand consistency. A
customized page header 706 for each type of screen appears
throughout the site. An information area 708 is a section dedicated
for the display of information about the customized web site which
can include links to additional informational content. A
promotional area 710 can be reserved for promotions and
advertisements, preferably with a consistent branding image.
[0082] FIG. 10 shows a typical home page 720 to which the user is
directed following login. The home page can include a product
search area 722, a customized catalog selection area 724 for
targeting products to the appropriate market segment, a
mini-promotional area 726, an order tracking section 728 for
checking on the status of an order or viewing previous orders, and
a shopping cart area 730. The catalog menu includes a link to a
custom catalog created for and maintained by the user, e.g. for the
user to quickly access frequently ordered items. The shopping cart
area 730 displays the shopping cart subtotal and includes a link to
the cart details. The home page can also include a mini-marketing
message area 732, a major marketing message area 734, and one or
more ad banners 736, each of which can be targeted to specific
branding customers. Targeted marketing presents material to the
requestor based on profile-driven considerations, date range,
catalog selection, site section, or the like. All targeted
marketing preferably includes links to an outside URL, PDF, product
listing (see FIG. 11), product detail (see FIG. 12), or the like,
or can simply display a message.
[0083] FIG. 11 shows a typical product listing page 740 including a
product list area 742 showing a product image thumbnail, and real
time price and availability for each product listed. The
availability can be indicated by quantity or a simple indication of
"available" or "unavailable." The product list area 742 can also
include a sort-by pull down menu 744 and scrolling feature 746.
Hot-button 747 provides the ability to quickly add a listed item to
the user's custom catalog. Quantity input entry 748 (default set to
1 or another pre-selected value) and hot button 750 provide the
ability to quickly add the selected item to the shopping cart. A
product navigation area 752 displays a customized browsing taxonomy
for each catalog available to the user.
[0084] FIG. 12 shows an exemplary product detail page 760 including
additional details and a larger image of the selected item, also
including the price, availability, ordering and custom catalog
entry features from FIG. 11. A related products menu 762 preferably
provides navigation to detail pages for items that are comparable,
related to or compatible with the selected item, along with
real-time price and is availability.
[0085] FIG. 13 shows a representative shopping cart page 770 for
reviewing the selected items prior to checkout. The shopping cart
view can also display the price and availability of each item,
along with a product image (not shown) and description. In the
shopping cart view, the user can remove items, adjust the quantity
ordered, update the cart, empty the cart, continue shopping (revert
to previous page), add the item to the user's custom catalog, or
proceed to checkout screen 772 as seen in FIG. 14. Screen 772
includes input area 774, optionally with field-specific pull-down
menus, for entry of shipping information and delivery options, and
input area 776 for entry of order confirmation and tracking
options, e.g. confirmation email and email address. The user can
return to the previous screen to view and/or modify the shopping
cart as previously described, or proceed to the order review screen
778 seen in FIG. 15. After reviewing the complete order
information, the dealer agent can return to a previous screen to
make any necessary modifications, or place the order and proceed to
the order confirmation screen 780 of FIG. 16 and review the
confirmation order information.
[0086] FIG. 17 shows a representative order status page 782 from
the account section of the site with a display area 784 for a list
of orders including order number, order date, reference numbers,
and status information. The display area 784 preferably includes a
search results title, search criteria, and list navigation
functionality including a pull-down menu and scrolling, for
example. The display area also includes navigation buttons 786 to
order detail screen 788 (see FIG. 18) for order detail information
792 for each order. The order status page 782 and detail screen 788
also preferably include an account navigation area 790 to other
account pages (not shown), such as, for example, to view and/or
modify address options; view accounts specific to carrier,
manufacturer, distribution center or the like; view order status;
make returns; and so on.
[0087] In a preferred embodiment, content management tool 634 (FIG.
8) includes software for product management, channel marketing, and
dealer management. The product management functionality preferably
facilitates the control of product access by market and retail
location; the management of inventory, returns and the fulfillment
cycle; the tracking of inventory levels, sales figures, returns,
refused shipments and outstanding purchase orders; and so on. The
channel marketing allows the content manager to track user
activity, top-selling products and most frequent user searches; to
build custom promotions pages and automatically track high-demand
products; to develop and publish targeted marketing messages and ad
banners; and so on. The dealer manager functionality includes
customer service and sales force automation, for example, and
allows the content manager to manage dealer orders, e.g. review,
modify and cancel dealer orders; to review dealer credit and
billing history; and to distribute targeted messaging to sales or
customer service representatives.
[0088] The content management tool 634 facilitates the management
of dealer agents, product and marketing content through at a single
site with a set of easy-to-use interfaces (see FIGS. 19-23). The
tool 634 can make pre-existing product content web-ready and
customer-friendly by integrating the carrier's content and/or
hosting it in the channel management application 600, and/or by
importing data from an existing enterprise resource planning
system. The tool can also re-purpose and/or syndicate web-ready
content to other business areas such as intranets, sales force
automation tools, business-to-consumer web fulfillment, and so
on.
[0089] FIG. 19 shows an exemplary login screen 800 viewable with a
web browser, including a login area 802 for inputting a username
and password. A banner area 804 is included for the display of the
website manager graphics and trademarks, as well as a site
navigation bar 806. If desired, banner area 804 can include
graphics and/or trademarks specific to the channel management
application host or other private branding for brand consistency.
In either case, the banner area 804 and associated branding logos,
custom colors and fonts are desirably uniform throughout the site
for brand consistency. An information area 808 is a section
dedicated for the display of information about the customized
website and can include links to additional informational content
as indicated in the drawing.
[0090] Upon completion of login, the user is directed to a home
page or "dashboard" 810 as shown in FIG. 20. The dashboard 811
includes a list of tasks sorted by due is date with a brief task
description and priority, and also includes an expanded "view all"
listing option and new or custom task entry navigation. A
customized page header 812 for each type of screen appears
throughout the site. A product quick search area 814 can provide a
pull-down menu for product type, keyword entry and launch features.
A frequently used reports box 816 provides navigation to reports
for slow moving products, 60-day phone sales, minimum and maximum
inventory levels, returns by dealer, activations by dealer, a
complete listing of reports, and the like. A check dealer account
box 818 provides a pull-down menu for user groups, keyword entry
and search launch. A view promotion details box 820 provides a
pull-down menu for promotion groups, keyword entry and search
launch. Additional site navigation area 822 can provide icons and
site area descriptions corresponding to the navigation bar 806.
[0091] A products and catalogs landing screen 830 is seen in FIG.
21. A main product maintenance area 832 provides navigation to
product maintenance in process, obsolete products, missing
information such as images, related items, comparable items and the
like, soon to go items such as on special, on close-out, off
special, off close-out and the like, and so on. A main view/update
products and catalogs area 834 provides navigation to various
product types and catalogs, as well as a navigation editor. Similar
product management box 836, including a bulk editing access
feature, and catalog management box 838 are provided to the left
with product quick search area 814. The listing and functionality
of the product and catalog tasks from the dashboard 811 is
presented in a main products and catalogs management area 840.
[0092] A marketing toolkit landing screen 842 is seen in FIG. 22. A
main promotions maintenance area 844 provides navigation to
promotions in process such as current features, dealer updates, ad
banners, and the like, as well as to marketing messages about to
expire, sales reports for promotional items, referring collateral
for promotions, and view of all reports. A main view/update
promotions area 846 provides navigation to current features, dealer
updates, ad banners, and the like. A manage promotions box 848
including similar navigation to adding, viewing or modifying
current features, dealer updates, and ad banners is provided to the
left along with another view promotions box 820. The listing and
functionality of the marketing content and collateral management
tasks from the dashboard 811 is presented in a main marketing
content and collateral management area 850.
[0093] A typical reports and analysis landing screen 852 is shown
in FIG. 23. This includes a main frequently used reports navigation
area 854 with the navigation features from box 816, and an expanded
navigation area 856 with launch icons and short descriptions for
navigation to various report types and analysis functions such as
inventory and sales, site activity and feedback, dealer management,
product and catalog maintenance, image tracking, marketing and
promotion content, and the like.
[0094] A similar reports and analysis navigation box 858 is
provided on the left, along with an alerts box 860.
[0095] The level of ability to order and replenish equipment online
according to the present invention reduces the cost for the carrier
to serve the indirect dealer agent channel, and achieves a more
consistent and uniform order processing. For the independent dealer
agent, the invention facilitates an easy and reliable handset and
accessory ordering interface, and can provide the convenience of
multiple payment options and the savings of volume discounts. The
equipment tracking integration avoids so-called "trans-shipping" of
product subsidized by the carrier, and minimizes fraud by
facilitating the association of ESN's to activated customers. The
dealer agents similarly have facilitated inventory tracking and a
reduced working capital requirement. The online communication
channel facilitates the carrier's delivery of marketing and
branding messages in real time, for example, promotions, coop
changes, rate plan data, rebates and the like. The dealer agents
enjoy online provision of collateral and training material, and an
always-on, real-time link to the carrier.
[0096] The present invention has the potential for reducing carrier
costs and increasing the sales potential. The channel management
application can reduce order processing, shipping and tracking
costs; reduce information technology expenditures through system
integration and reporting consolidation; and reduce the costs for
promotional and collateral material. Simultaneously, the channel
management application improves the ability to sell higher margin
products and plans, can increase the accessory attachment rate, and
facilitates the application of coop payments to purchases by dealer
agents.
[0097] Exemplary software that can be used to implement the
invention in one embodiment is listed in the computer program
listing appendix.
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