Cynthia D Gee

US Patent:

20050027575, Feb 3, 2005

Filed:

Jul 30, 2003

Appl. No.:

10/630392

Inventors:

Prasanna Amitabh - Fairfax VA, US
Jeffrey Carpenter - Alexandria VA, US
Francis Cotter - Arlington VA, US
Cynthia Gee - Arlington VA, US

Assignee:

International Business Machines Corporation - Armonk NY

International Classification:

G06F017/60

US Classification:

705008000, 705009000

Abstract:

A customer relationship management (CRM) system and method accessible via a network. The system comprises: a user interface that provides distributed access for customers and support providers to case information within the CRM system; a case management system for managing customer cases, wherein the case management system includes a system for assigning cases to different tiers within a support provider hierarchy; and a compliance tracking system that determines customer compliance and provides a compliance indicator on customer case management pages.