U.S. patent application number 14/730399 was filed with the patent office on 2015-10-01 for method and system for providing services to vacation homeowners.
The applicant listed for this patent is Dennis C. Hamann. Invention is credited to Dennis C. Hamann.
Application Number | 20150278761 14/730399 |
Document ID | / |
Family ID | 47744914 |
Filed Date | 2015-10-01 |
United States Patent
Application |
20150278761 |
Kind Code |
A1 |
Hamann; Dennis C. |
October 1, 2015 |
Method and System for Providing Services to Vacation Homeowners
Abstract
A method and system for providing services to vacation
homeowners facilitates the cost-effective administration of a
variety of services required by vacation homeowners in a fashion
that frees the homeowner from undue expense, time, or effort. In
one embodiment the method includes: setting up a real estate
property on a system via capturing by a computer processor a
complete image inventory of the property; creating a unique CRM
record along with detailed information on the property;
provisioning a new user account formatted into an online,
user-accessible, self-care portal; conducting predetermined
inspections of the property; assigning each property a unique
identifier to ensure high quality case management of the property;
tracking the inspections using the identifier; providing automatic
alerts to the property owner at the initiation of specific workflow
steps; providing alerts and updates; and measuring ongoing customer
satisfaction by prompting for specific feedback.
Inventors: |
Hamann; Dennis C.; (Phoenix,
AZ) |
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Applicant: |
Name |
City |
State |
Country |
Type |
Hamann; Dennis C. |
Phoenix |
AZ |
US |
|
|
Family ID: |
47744914 |
Appl. No.: |
14/730399 |
Filed: |
June 4, 2015 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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13893077 |
May 13, 2013 |
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14730399 |
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13592703 |
Aug 23, 2012 |
8442887 |
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13893077 |
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61526378 |
Aug 23, 2011 |
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Current U.S.
Class: |
705/314 |
Current CPC
Class: |
G06Q 30/02 20130101;
G06Q 10/10 20130101; G06Q 50/16 20130101; G06Q 30/0201 20130101;
G06Q 50/163 20130101; G06Q 10/00 20130101 |
International
Class: |
G06Q 10/10 20060101
G06Q010/10 |
Claims
1. A system for providing personalized, high-quality oversight of a
luxury home property, comprising: a) a mobile platform for real
estate property that includes; i) an image inventory of the
structure, grounds, amenities, furnishings, and high value assets
of a luxury home property; ii) a logging of current vendors used
for various services; iii) an audit of vendors reflecting price
competitiveness and quality performance; iv) a record related to
the property that includes uploads of image files, applicable
service providers, and ongoing expense categories; v) an online,
user-accessible, portal with a secure username and password that
allows an owner of the property to interact with a service provider
based on information processed related to the property; vi) a
written inspection report being generated after predetermined
inspections of the property, wherein said inspections are performed
in conformance with a structured process that includes evaluations
of the record in a manner that ensures consistency of oversight
quality and data captured; vii) and inspection report uploaded into
the system and posted for viewing online by the property owner; and
viii) a unique identifier assigned each property; b) a prompt for
specific feedback designed to measure ongoing customer satisfaction
and to acquire at least one of: a standard customer satisfaction on
a Likert scale of 1-5; and a net promoter score on a Likert scale
of 1-5, whereby a property owner accesses the system to obtain
updates employing said identifier.
2. The system as set forth in claim 1, further comprising, a local
market analysis that reflects price-competitive,
superior-performing service providers across a targeted service
provider category selected from the group consisting of: home
security; pest control and removal; lawn and garden maintenance;
pool and hot tub maintenance; household cleaning services; general
maintenance and repair services; audio-visual systems; HVAC
systems; interior design services; window cleaning services; tree
& shrub trimming services; interior and exterior painting
services; plumbing services; transportation services; event
planning services; garage door installation, repair, and servicing;
and internet service.
3. The system as set forth in claim 1, further comprising a
prioritized list of service providers that include public internet
ratings, personal recommendations, and client experiences.
4. The system as set forth in claim 1, wherein said audit further
comprises a service provider performance assessment for each
account.
5. The system as set forth in claim 1, wherein said audit further
comprises a regular performance audit on service providers.
6. The system as set forth in claim 1, further comprising an
identification of a key channel partner that services the needs of
a remote luxury homeowner in a targeted market, said key channel
partner selected from the group consisting of: a real estate
broker; a title company; a property and casualty insurance broker;
a luxury home builder; a wealth management firm; and a homeowner's
associations.
7. The system as set forth in claim 1, further comprising a client
identification, qualification, and closing process that maximizes
the effectiveness of joint marketing efforts to a targeted client
base.
8. The system as set forth in claim 1, further comprising a channel
partners communication area that facilitates communication between
the key channel partner and the property owner.
9. The system as set forth in claim 1, further comprising at least
one automatic alert communicated to the property owner at the
initiation of one of a specific workflow step selected from the
group consisting of: account setup, inspection completed, case
opened, approval required, and case closed.
10. The system as set forth in claim 1, further comprising a
forecast of at least one of planned and actual costs.
11. The method as set forth in claim 1, further comprising a scale
expansion of a service delivery model.
12. The method as set forth in claim 1, further comprising a
data-mining system that processes user data and behavior trends.
Description
RELATED APPLICATION
[0001] This Application is a continuation of U.S. patent
application Ser. No. 13/893,077 filed on May 13, 2013, which is a
Continuation-in-Part Application of and claims the benefit of
priority from U.S. patent application Ser. No. 13/592,703 filed on
Aug. 23, 2012, now U.S. Pat. No. 8,442,887, which claims priority
from U.S. Provisional Patent Application Ser. No. 61/526,378 filed
on Aug. 23, 2011, the entire disclosures of which are considered to
be part of the disclosure of the accompanying application and are
hereby incorporated by reference in their entireties.
FIELD OF THE INVENTION
[0002] The present invention is directed to a method and system for
providing services to vacation homeowners, and more particularly to
a method and system that facilitates the cost-effective
administration of a variety of services required by vacation
homeowners in a fashion that frees the homeowner from undue
expense, time or effort.
BRIEF DESCRIPTION OF THE DRAWINGS
[0003] Those of skill in the art will recognize that the following
description is merely illustrative of the principles of the
disclosure, which may be applied in various ways to provide many
different alternative embodiments. This description is made for
illustrating the general principles of the teachings of this
disclosure invention and is not meant to limit the inventive
concepts disclosed herein.
[0004] The accompanying drawings, which are incorporated in and
constitute a part of the specification, illustrate embodiments of
the disclosure and together with the general description of the
disclosure given above and the detailed description of the drawings
given below, serve to explain the principles of the
disclosures.
[0005] It should be understood that the drawings are not
necessarily to scale. In certain instances, details that are not
necessary for an understanding of the disclosure or that render
other details difficult to perceive may have been omitted. It
should be understood, of course, that the disclosure is not
necessarily limited to the particular embodiments illustrated
herein.
[0006] FIG. 1 illustrates an exemplary user interface according to
one embodiment.
[0007] FIG. 2 illustrates an overall system architecture according
to one embodiment.
[0008] FIG. 3 illustrates an exemplary user interface according to
one embodiment.
[0009] FIG. 4 illustrates an exemplary customer relationship
management ("CRM") database example according to one
embodiment.
[0010] FIG. 5 illustrates an embodiment of the overall architecture
of a system and method for providing services to vacation
homeowners.
[0011] FIG. 6 illustrates an embodiment of a user interface for a
CRM database.
[0012] FIG. 7 illustrates one embodiment of a user interface for
the vacation homeowner service system.
[0013] FIG. 8 illustrates one embodiment of a vacation homeowner
system running on a smart phone or other hand-held computing
device.
[0014] FIG. 9 illustrates one embodiment of a smart phone or
hand-held device user interface for a vacation homeowner service
system.
[0015] FIG. 10 illustrates one embodiment of a tablet, e-reader, or
Ultrabook.TM. device user interface for a vacation homeowner
service system.
[0016] FIG. 11 illustrates a second embodiment of a smart phone or
hand-held device user interface for a vacation homeowner service
system.
BACKGROUND AND SUMMARY OF THE INVENTION
[0017] The present invention emerged from frustrations over the
lack of quality services available for remote owners of vacation
homes. While there have been plenty of "property managers" focused
on short term rentals as well as the odd "handyman" who would
emerge to do some quick work and then disappear--leaving nothing
but a vague (and often expensive) bill behind, the present state of
affairs in the industry reveals an absence of a service provider
that demonstrates a significant interest in addressing the overall,
specific needs of the remote homeowner. Thus, one aspect of the
present invention is directed to offering the scale and
professionalism to apply a comprehensive, Total Cost of Ownership
(TCO) approach to luxury homes in a manner that is totally aligned
with those of the customers served. Various embodiments of the
present invention are directed to providing personalized,
high-quality oversight of luxury homes so that the owners can truly
enjoy their time in the home. A complete range of services catering
to the needs of the remote luxury homeowner is provided, with the
focus being on the homeowner's unique needs, rather than on the
needs or conveniences of maintenance contractors, service providers
or potential tenants. Such exceptional, premium service is provided
both in person and/or online.
[0018] The range of options and services comprise: [0019] Complete
Maintenance and Repair Programs. Regardless of location--whether
the owner is in Scottsdale, Ariz., Breckenridge, Colo., or Fort
Myers, Fla., one objective of the present invention is to
administer and be cognizant of seasonal demands with the finest
attention to detail in a fashion such that the owner is provided
with the ability to source and manage relationships with a range of
the leading service providers in desired areas in order to provide
the best value and obtain optimal results for the owner. [0020]
Concierge Services to provide customized services to put the
"vacation" back into vacation home ownership. [0021] Flexible and
Comprehensive Billing that offers a single point of contact in
managing the billing and account reconciliation for all of the
service providers in a manner that saves homeowners a huge amount
of time, but takes advantage of the leverage afforded by a central
agency that consolidates accounts to permit substantial savings.
[0022] Reports, Documentation, and Oversight are provided so that
the homeowner receives detailed regular reporting on the status of
their home and comprehensive information on any issues which need
to be addressed. This eliminates undesired surprises or large
expenses without representation on the homeowner's behalf and an
accurate assessment of the repairs and services required.
[0023] In certain embodiments, an inspection checklist is provided
that is assessed and confirmed at predetermined intervals,
preferably via internet communications. Such services and checklist
items may include: flushed all toilets; ran water in all sinks;
checked under all sinks for leaks; checked and, if needed, ran
dishwasher; turned vales off for washing machines; checked all
doors and windows; ensured all trash cans are empty; returned trash
cans to house; set thermostat temperature; walked around house and
advised any upkeep or maintenance; pets present and healthy;
inspected refrigerator and freezer; put water heater into vacation
setting; picked up newspapers; and adjust temperature
appropriately.
[0024] The amount of time and money spent to annually manage and
maintain vacation home is shown to be far more than one might
appreciate. Repairs and basic maintenance alone can cost between 1%
to 3% of the value of a home each year--and that doesn't account
for special home features, services, and inefficiencies due to the
homeowner not being present locally and able to dedicate the time
to stay on top of matters. With respect to utilities, there are
significant issues relating to whether a homeowner is getting the
best value with those utility providers. The time and effort
expended by homeowners on areas outside of their expertise is
significant, and even those somewhat sophisticated in certain
matters, find that they personally spend substantial time and
resources on finding service providers, obtaining quotes,
authorizing the work, waiting for repair personnel, and then,
ultimately, paying the bills. These are often the "hidden costs" of
vacation home ownership that not only affect the true cost of
ownership but detract from the entire experience of enjoying a
luxury vacation property.
[0025] Certain U.S. patents and patent publications are
incorporated herein by this reference to provide additional support
with respect to written description and enablement requirements,
including the following: 2008/0262879 to Furlong; U.S. Pat. No.
6,589,745 to Kaufmann; 2006/0129438 to Robinson; U.S. Pat. No.
6,778,193 to Beringertiamer et al.; 2007/0143154 to Ashby;
2006/0282275 to Pineda et al.; 2010/0217686 to Craig et al.;
2011/0167007 to Saitta; 2011/0184782 to Delany et al.; 2011/0161343
to Schimpf et al.; 2011/0145805 to Taylor et al.; and U.S. Pat. No.
7,395,552 to Taylor et al.
[0026] One aspect of the present invention is directed to
understanding a homeowner's particular situation utilizing, for
example, a "Cost Modeling Tool" so as to get a basic understanding
of the costs and time involved in managing a property; trained,
local personnel representing the homeowner's interests; 24
hour.times.7 day.times.365 days/year back-end support; and full
access to personalized information via web and mobile.
[0027] Oversight & Reporting
[0028] Through regularly-scheduled home visits, the present
invention provides highly-qualified staff who stay on top of the
condition of a homeowner's property. Prompt intervention occurs
when necessary to protect the homeowner's interests and detailed
reports are generated to keep the homeowner informed.
[0029] Complete Maintenance Programs
[0030] From pools to patios, landscaping to painting,
heating/air-con to cleaning services, the present invention in
various embodiments is adapted to setup and manage all of the
maintenance needs of the homeowner's home. Preferably, the
administering agent or agency works for the homeowner directly and
the homeowner is not just directed to deal separately with
contractors--with the agency thus making sure costs are competitive
and quality levels remain high.
[0031] Flexible Billing & Concierge Services
[0032] One aspect of the invention is directed to the direct
management of all suppliers involved as well as to provide a full
slate of customized concierge services. Some advantages provided by
the present invention include the following: provide a valuable
high-end service to buyers/owners of luxury properties; and better
management of property to avoid/minimize HOA infringements and
issues.
[0033] Sample services are selected from the group consisting of:
[0034] Landscape and grounds maintenance [0035] House cleaning
[0036] Pest removal and maintenance programs [0037] Critical repair
assessment and intervention [0038] Pool, hot tub and sauna
servicing [0039] Snow removal [0040] Home security concerns:
lighting, alarm systems, and coordination with professional
home-security companies and associations [0041] Homeowner's
Association interaction and representation [0042] Bill
consolidation and account reconciliation
[0043] In various embodiments, the homeowner is provided with a set
of solutions to meet individual needs based upon the frequency and
extent of services required. These can range from simple, monthly
oversight visits designed to monitor the vendors chosen, to a
complete preventive maintenance programs with full management of
vendors and integrated billing services. The particular tailored
packages of services can be designed to provide a specific program
to meet a homeowner's predetermined needs and that are of
appropriate desired scale to provide true value at an affordable
price.
[0044] In various embodiments of the invention, the capabilities
listed below are made available via a system that employs a
computer processor: [0045] Share information with contacts via
Facebook, Linked-In, Twitter [0046] Objective: Create stickiness,
customer loyalty, premium service experience [0047] Access
inspection reports [0048] Track/monitor expenses under management
and account status [0049] Store image inventory of key assets
[0050] Local weather, news, announcements [0051] Additional
relevant communications--e.g. homeowner's newsletters, etc [0052]
Contact account manager(s) [0053] Track status of issues, inquiries
[0054] TCO (total cost of ownership) forecasting and reporting
tool
[0055] FIG. 1 illustrates an exemplary user interface according to
one embodiment.
[0056] FIG. 2 illustrates an overall system architecture according
to one embodiment.
[0057] In one embodiment, the following solution delivery process
elements are employed, with the method including at least five of
the following steps: [0058] a. Setting up a real estate property on
a system via capturing a complete image inventory of the structure,
grounds, amenities, furnishings, and high value assets of such
property. In a preferred embodiment, a setup also includes complete
logging of current vendors used for various services and audits
those vendors for price competitiveness and quality performance.
[0059] b. Configuring solution for ongoing capture and reporting of
events relating to the property. This includes creating a unique
customer relationship management ("CRM") record along with detailed
information on property, uploads of all image files, applicable
service providers, and ongoing expense categories. (see FIG. 2 for
overview of solution architecture) [0060] c. Provisioning a new
user account formatted into an online, user-accessible, self-care
portal (see FIG. 3) with a secure, unique username and password
that allows the homeowner to view, delve into, and interact with
the service provider (such as Aluxio, LLC) on data collected and
information processed related to the owner's vacation home. [0061]
d. Conducting predetermined, e.g., weekly, daily, etc., inspections
of the property. Inspections are preferably a strict structured
process to ensure consistency of both oversight quality and data
captured. Inspections are uploaded into system, subsequently
approved by a Field Manager, and then posted for viewing online by
remote homeowners. [0062] e. Initiating "Cases" for any issues or
requests related to the subject property. Each case is assigned a
unique identifier and is channeled through a consistent workflow
that assures case management of the highest quality in the most
effective time. [0063] f. Tracking of all cases and inspections
with applicable information (including images relating to specific
issues/requests) being logged and available online. [0064] g.
Providing automatic alerts to homeowner at the initiation of
specific workflow steps such as account setup, inspection complete,
case opened, approval required, case closed, etc. Alerts provide
timely updates and drive clients to self-care portal for more
information. [0065] h. Measuring ongoing customer satisfaction by
prompting for specific feedback and acquiring standard CSAT
(customer satisfaction on a Likert scale of 1-5) and NPS (Net
Promoter Score on a Likert scale of 1-5) data for ongoing customer
engagement and structuring of service employee incentive programs.
[0066] i. Reporting of Vacation Home Costs via the self-care Portal
for homeowner general information, scrutiny, and comparison
purposes versus planned, market-competitive indices. [0067] j.
Enhanced Modeling and Forecasting of Vacation Home costs which are
used to benchmark service provider competitiveness and provide
forecasts for ongoing management of planned versus actual costs.
[0068] k. Creating scale expansion of service delivery model via
standardization of systems and processes such that the model may be
repeatedly setup with internal resources deployed in subsequent
markets, franchised and/or sub-licensed to other parties for
business expansion. [0069] l. Implementing data-mining and business
intelligence functionality to further gather and process self-care
portal user data and behavior trends to further identify
product/service up-sell opportunities and aggregate data re-sale
opportunities to target partners.
[0070] FIG. 3 illustrates an exemplary user interface according to
one embodiment. More specifically, the embodiment shown is a
self-care portal design for new homeowners.
[0071] Other aspects of particular embodiments include so-called
Service Provider Recruitment and Management Process Elements,
selected from the following: [0072] 1. Conducting local market
analysis to find price-competitive, superior-performing service
providers across a service provider's (e.g., Aluxio's) targeted
service provider categories including: home security; pest removal;
lawn and garden maintenance; pool and hot tub maintenance;
household cleaning services; general maintenance and repair
services; audio-visual systems; HVAC systems; interior design
services; window cleaning services; tree & shrub trimming
services; interior and exterior painting services; plumbing
services; transportation services; event planning services;
internet services; etc. Sources of information to compile, edit,
and evolve prioritized lists of service providers include public
internet ratings, personal recommendations, client experiences,
etc. [0073] 2. Executing partnership agreements with targeted
service providers that ensures skill competency, adequate insurance
coverage, and provides incentives for both parties to cross-market
and grow each parties' business. [0074] 3. Assigning selected
service providers to targeted accounts and projects according to
general overall ratings and homeowner unique needs. [0075] 4.
Monitoring performance of service providers against local industry
pricing and norms for performance. [0076] 5. Implementing standard
processes in project initiation, updates, and completion and
ensuring compliance of service providers with that methodology.
[0077] 6. Assessing service provider performance on each
account/project undertaken for ongoing performance monitoring and
improvement purposes. [0078] 7. Conducting regular performance
audits on service providers to ensure ongoing consistent
performance and compliance with business relationship principles.
[0079] 8. Ongoing editing and evolution of service provider
community involvement and prioritization as part of the service
provider's (e.g., Aluxio's) ecosystem.
[0080] In still other embodiments, the following Channel Marketing
Process Elements are included, such elements including: [0081] a.
Identifying and targeting key channel partners, which service the
needs of the remote luxury homeowner in the targeted market.
Targeted channel partners to include: real estate brokers/agents;
title companies; property and casualty insurance agents/brokers;
luxury home builders; wealth management firms; homeowners
associations; etc. [0082] b. Executing partnership agreements with
targeted channel partners that ensure proper positioning of
service, customer satisfaction focus, and provide incentives for
both parties to cross-market and grow each Parties' business [0083]
c. Instilling a complementary client identification, qualification,
and closing process to maximize effectiveness of joint marketing
efforts to a targeted client base. [0084] d. Offering an ongoing
channel partners communication area as part of the self-care portal
that facilitates ongoing communication between channel partners and
the clients who have been converted into the service provider's
(e.g., Aluxio's) clients. [0085] e. Measuring, evolving, and
optimizing channel relationships and strategies to increase
effectiveness according to statistics surrounding customer
acquisition costs and overall customer value.
[0086] In one embodiment, which includes the above mentioned
solution delivery process elements, Channel Marketing Process
Elements, and Service Provider Recruitment and Management Process
Elements, a method is provided for the storage of customized
content in a computer-based system having a client and an
application system and with a database containing a plurality of
pieces of information, and one or more modules that access the
database to pull pieces of information from the database based on a
request from the client and display a user interface to the user
containing the requested information. One or more controllers can
be used to control access by the client to the one or more modules
and the database. In certain embodiments the method comprises
storing a template for a customized piece of content in the
database wherein the customized piece of content includes the
template and customized data. The customized data for each property
owner may be stored in the database; and a customized piece of
content can then be generated for each property owner based on the
template and/or customized data, enabling avoidance of storing
actual customized content for each property owner. Such data may
comprise email messages. Preferably the method also employs a data
gathering unit that gathers a set of deployment information about
the deployment on the particular computing device. An aggregation
computer coupled to computing devices can also be used that
receives a set of deployment information from the computing device
or storage unit. The aggregation computer preferably automatically
provides an update to the deployment on the computing device.
Selected from the group of a status of the deployment, a set of
information about the modules that are part of the deployment, a
set of anonymous usage statistics, a set of non-anonymous usage
statistics and a list of a set of elements of the deployment. Each
deployment preferably includes a customer relationship management
(CRM) application customized to consolidate salient information on
properties and the relevant owners/suppliers of those
properties--see example in FIG. 4. The set of elements of the
deployment may further comprise a flavor of the deployment, a set
of modules, themes, language packs and extensions of the
deployment. To address written description and enablement issues,
U.S. Pat. No. 7,941,798 to Taylor et al. is incorporated herein by
this reference in its entirety.
[0087] FIG. 4 illustrates an exemplary CRM database example. In one
embodiment (with reference to FIG. 4), the system is implemented as
a software system that may preferably use open source code,
implemented as a plurality of lines of computer code that may be
executed by a processor of a computer system, such as a server
computer. The computer code may be stored in a memory associated
with the computer system and the system interfaces with a database.
A browser application can be used that accesses the system over a
computer network, such as the Internet, and client interactions
preferably go through a set of one or more controllers. The system
preferably has one or more modules of a CRM system that include: a
portal module, a calendar module, an activities module, a contacts
module, an accounts module, a leads module, an opportunities
module, a quotes module, a products module, a cases module, a bug
tracker module, a documents module, an emails module, a campaigns
module, a project module, an RSS module, a forecasts module, a
reports module and a dashboard module. In certain embodiments, more
than one modules provides several functionalities.
[0088] In certain embodiments, the user is shown a list of
documents available for download. The user can also: upload
documents, assign publish and expiration dates, and specify which
users can access them; write and send emails; create Email
Templates; save drafts and archive emails; implement and track
marketing campaigns; create a prospects list; manage tasks related
to specific projects; update the information for each task; view
the latest headlines distributed or syndicated by websites,
etc.
[0089] A template mechanism may be used to reformat data from the
database into a particular form and may be adjustable according to
the user's preferences. An index controller can be employed that
loads the current user, verifies authentication and session
information, loads the language for the user and produces some of
the UI (user interface) shell and then calls the contact module and
requests a detailed view for the specified contact. Thus in one
embodiment, a method and apparatus is used for controlling access
to an information related to a data access system and a security
module that is adapted to modify team membership records to assign
a member to a team assigned to a particular data item.
[0090] Referring now to FIG. 5, an embodiment of the overall design
of a system and method for providing services to vacation
homeowners is shown. The embodiment of FIG. 5 is a cloud-based
system. Thus, the database and the vacation home management system
may be hosted in the cloud. This would allow users (e.g., customers
and inspectors) to access the system from any device anywhere in
the world. In one embodiment, Amazon Web Services is used as the
host. In other embodiments, any cloud-based service could be
used.
[0091] FIG. 6 illustrates an embodiment of a user interface for a
CRM database. In this embodiment the system is implemented as a
software system that may use proprietary or open source code,
implemented as a plurality of lines of computer code that may be
executed by a processor of a computer system, such as a server
computer. The computer code may be stored in a memory associated
with the computer system, e.g., the user's computing device, and
the computer system may interface with a database.
[0092] The computer code may, in an alternate embodiment, be stored
on the database and the user's computing device may access the
computer code by connecting to the database over a network. The
network may be the Internet or another network. Thus, the code or
program may "run in the cloud" and/or may be a cloud-based
application.
[0093] In some embodiments, a browser application may be used that
accesses the software system over a network, such as the Internet,
and client interactions may go through a set of one or more
controllers. The software system may have one or more modules of a
CRM system that include: a portal module, a calendar module, an
activities module, a contacts module, an accounts module, a leads
module, an opportunities module, a quotes module, a products
module, a cases module, a bug tracker module, a documents module,
an emails module, a campaigns module, a project module, an RSS
module, a forecasts module, a reports module and a dashboard
module. In certain embodiments, more than one module provides
several functionalities.
[0094] FIG. 7 shows one embodiment of a user interface for the
vacation homeowner service system. More specifically, the
embodiment shown is a self-care portal design for new
homeowners.
[0095] FIGS. 8 and 9 show two embodiments of the system running on
a smart phone, tablet, laptop, or other hand-held computing device.
These embodiments of the service solution show the inspector's user
interface for the system and show the software client running
running on the tablet or smart phone, which make it very easy for
inspectors to enter data wherever they are located. These
embodiments also allow for more interactivity with the system.
Thus, an inspector may run the client on a tablet to allow him to
enter data wherever he inspecting. An inspector may input data into
the system and database while his is on site rather than writing
down notes and inputting data when he returns to his office. The
on-site interaction with the system will reduce the time an
inspector must spend inputting data and will improve accuracy
because the inspector will not be required to recall information
from memory when he is inputting the data into the system back at
his office after he has left the job site. Additionally, an
inspector will see all of the items requiring inspection on his
smart phone or tablet; therefore, he will likely remember to
inspect all items on the list. When the inspector inputs data as he
is inspecting, he will likely remember to inspect all required
items. This may save the inspector time because he can input all of
the data at once and will be less likely to forget an item, which
would otherwise require he return to the vacation home and inspect
the forgotten item. Inputting information while on-site will also
improve accuracy of the information because less will be forgotten
or confused with another property.
[0096] The user interface of the system may also allow for
integration with social media and/or social networking. The system
may also have enhanced cost modeling and prediction tools. In
additional or alternative embodiments, the system may have enhanced
mobile inspection and customer service integration. In one
embodiment, the mobile platform system may allow payment and other
secure transactions to occur on the user's smart phone or other
hand-held device.
[0097] FIG. 9 shows one embodiment of a smart phone or hand-held
device user interface for a vacation homeowner service system. More
specifically, the embodiment shown is for inspectors to input data
while they are on site. In one embodiment, the user interface on
the tablet or smart phone or other hand-held device may look very
similar to the user interface on a laptop or desktop.
Alternatively, the cloud-based tablet interface may look similar to
the web-based portal.
[0098] For FIGS. 9-11, embodiments of a system with mobile access
and integration is shown. The system with mobile access allows
consumers to access the services and system via smartphones,
tablets, e-readers, laptops, and Ultrabook.TM. devices. For
example, the system may run on iOS, Android, Windows Mobile, and
Blackberry operating systems. In some embodiments, the system is
downloadable as an App from public application stores. The mobile
system may allow consumers complete access to the CRM data and
applicable property information. Further, the mobile system may
allow consumers to interact with Aluxio customer service and
inspectors; engage in dynamic messaging and receive alerts, request
and track services, schedule services, inspections, and concierge
hours; provide feedback on services and overall customer
satisfaction; and shop for auxiliary services and products for
vacation home. The cloud-based systems shown in FIGS. 9-11 are more
efficient, convenient, and spontaneous that web-browser based
systems designed to run on desktops and laptop computers.
[0099] In various embodiments, the system of the present disclosure
may allow Aluxio inspectors, agents, and service providers to
access a CRM database and corresponding workflows via a customized
tablet (or other mobile device) solution. This solution may allow
for a dedicated client to access and/or update CRM records, an
automated home inspection process with rich media integration,
integration with GPS and location-based data, enhanced messaging
for routing and employee and/or workflow scheduling and tracking, a
labor time clock, efficiency reporting and management; dynamic
messaging with service providers, homeowners, and Aluxio
administrative staff, case management workflow, and mobile
point-of-sale integration for billing clients for auxiliary
products and services.
[0100] In some embodiments, an external database and service
integration may be provided with the vacation homeowner system. A
home automation system may also be integrated into the vacation
homeowner system to allow the homeowner to control his home
automation system through the vacation homeowner system. Remote
monitoring of the vacation home infrastructure and systems may also
be provided. Additionally, one embodiment of the vacation homeowner
system may provide for diagnostics, trouble shooting, remote setup
and configuration, and preventative maintenance.
[0101] Other embodiments may include access to external service
providers and equipment supplier databases (e.g., Angie's List,
Consumer Reports, Home Advisor, Savant, Crestron, Control 4, etc.).
Therefore a customer could provide and find/review other service
provider evaluations and shop for service providers. The system may
also provide home equipment and infrastructure performance
measurements and preventative maintenance, enhanced service and
support, and customer satisfaction reporting and validation.
[0102] FIG. 10 shows one embodiment of a tablet, e-reader, laptop,
or Ultrabook.TM. device user interface for a vacation homeowner
service system. More specifically, the embodiment shown is for a
vacation homeowner to interact with the software system. Thus, the
homeowner can access data and information directly through the
hand-held device user interface. In some embodiments, the user
interface is for a cloud-based vacation home management system.
Other embodiments include a system or software that runs directly
on the hand-held computing device. Similar to some embodiments
associated with FIGS. 8 and 9, FIGS. 10 and 11 show embodiments
that allow a user to interact with the system through a software
client running on the device. The embodiments of FIGS. 10 and 11
allow the homeowner to interact with the system on the homeowner's
mobile device or other computing device. These embodiments allow
for more interactivity with the software and allow the homeowner to
access the software system from anywhere he desires. Thus, a
homeowner may make a service request, see information about her
home, or look at pricing information all from her smart phone or
other hand-held device and from any location.
[0103] FIG. 11 shows a second embodiment of a smart phone or
hand-held device user interface for a vacation homeowner service
system. More specifically, the embodiment shown is for vacation
homeowners running the software client on their smart phones.
[0104] One embodiment of the present disclosure is a method for
providing personalized, high-quality oversight of a luxury home
property, comprising providing a mobile platform for real estate
property; setting up a real estate property on a computer system by
capturing, using a computer processor an image inventory of the
structure, grounds, amenities, furnishings, and high value assets
of a luxury home property, said step of setting up including at
least one of a logging of current vendors used for various
services; and an auditing of vendors for price competitiveness and
quality performance; creating a record related to the property that
includes uploads of image files, applicable service providers, and
ongoing expense categories; providing an online, user-accessible,
portal with a secure username and password that allows an owner of
the property to interact with a service provider based on
information processed related to the property; conducting
predetermined inspections of the property, wherein said inspections
are performed in conformance with a structured process that
includes evaluations of the record in a manner that ensures
consistency of oversight quality and data captured and that results
in a written inspection report being generated; uploading said
inspection report into the system; posting said inspection report
for viewing online by the property owner; assigning each property a
unique identifier; providing updates that employ said identifier;
directing the property owner to the portal for additional
information; measuring ongoing customer satisfaction by prompting
for specific feedback and acquiring at least one of: a standard
customer satisfaction on a Likert scale of 1-5; and a net promoter
score on a Likert scale of 1-5; and reporting costs via the portal
using market-competitive indices.
[0105] One embodiment of the present disclosure is a method for
providing personalized, high-quality oversight of a luxury home
property, comprising providing a mobile platform for real estate
property; setting up a real estate property on a computer system by
capturing, using a computer processor an image inventory of the
structure, grounds, amenities, furnishings, and high value assets
of a luxury home property, said step of setting up including at
least one of a logging of current vendors used for various
services; and an auditing of vendors for price competitiveness and
quality performance; creating a record related to the property that
includes uploads of image files, applicable service providers, and
ongoing expense categories; providing an online, user-accessible,
portal with a secure username and password that allows an owner of
the property to interact with a service provider based on
information processed related to the property; conducting
predetermined inspections of the property, wherein said inspections
are performed in conformance with a structured process that
includes evaluations of the record in a manner that ensures
consistency of oversight quality and data captured and that results
in a written inspection report being generated; uploading said
inspection report into the system; posting said inspection report
for viewing online by the property owner; assigning each property a
unique identifier; tracking said inspection report using said
unique identifier; providing updates that employ said identifier;
directing the property owner to the portal for additional
information; measuring ongoing customer satisfaction by prompting
for specific feedback and acquiring at least one of: a standard
customer satisfaction on a Likert scale of 1-5; and a net promoter
score on a Likert scale of 1-5; reporting costs via the portal
using market-competitive indices; providing at least one automatic
alert to the property owner at the initiation of one of a specific
workflow step selected from the group consisting of: account setup,
inspection completed, case opened, approval required, and case
closed; providing forecasts for ongoing management of at least one
of planned and actual costs; creating a scale expansion of a
service delivery model; and implementing a data-mining
functionality to process user data and behavior trends.
[0106] These and other advantages will be apparent from the
disclosure of the invention(s) contained herein. The
above-described embodiments, objectives, and configurations are
neither complete nor exhaustive. The Summary of the Invention is
neither intended nor should it be construed as being representative
of the full extent and scope of the present disclosure. Moreover,
references made herein to "the present invention" or aspects
thereof should be understood to mean certain embodiments of the
present disclosure and should not necessarily be construed as
limiting all embodiments to a particular description. The present
disclosure is set forth in various levels of detail in the Summary
of the Invention as well as in the attached drawings and no
limitation as to the scope of the present disclosure is intended by
either the inclusion or non-inclusion of elements, components, etc.
in this Summary of the Invention. Additional aspects of the present
disclosure will become more readily apparent from the drawings.
[0107] The above-described benefits, embodiments, and/or
characterizations are not necessarily complete or exhaustive, and
in particular, as to the patentable subject matter disclosed
herein. Other benefits, embodiments, and/or characterizations of
the present disclosure are possible utilizing, alone or in
combination, as set forth above and/or described in the
accompanying figures and/or in the description herein below.
Further details and other features will become apparent after
review of the accompanying drawing figures.
[0108] Moreover, though the present disclosure has included
description of one or more embodiments and certain variations and
modifications, other variations and modifications are within the
scope of the disclosure, e.g. the use of a certain component
described above alone or in conjunction with other components may
comprise a system, while in other aspects the system may be the
combination of all of the components described herein, and in
different order than that employed for the purpose of communicating
the novel aspects of the present disclosure. Other variations and
modifications may be within the skill and knowledge of those in the
art, after understanding the present disclosure. This method of
disclosure is intended to obtain rights which include alternative
embodiments to the extent permitted, including alternate,
interchangeable and/or equivalent structures, functions, ranges or
steps to those claimed, whether or not such alternate,
interchangeable and/or equivalent structures, functions, ranges or
steps are disclosed herein, and without intending to publicly
dedicate any patentable subject matter.
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