(ISC) Coverage On-Demand
Original Publication Date: 2005-Apr-29
Included in the Prior Art Database: 2005-Apr-29
This article describes the process for 'coverage on-demand', an improvement to the existing coverage assignment process. Coverage assignment is the process of linking customer records by available customer information into groupings that will have budget, revenue target and resources tied to them for the purposes of serving those customers and measuring results.
(ISC) Coverage On-Demand
One step in IBM's transformation is the desire to identify opportunities within existing customer relationships to which the company may have been blind. To achieve that, an organizational structure was established to which broke IBM customers in 3 coverage types. The types are:
1) Integrated Account
A 'vertically integrated' global team reporting into the Global Sector GM for those
customer organisations who represent the greatest business opportunity to IBM .
2) Aligned Cluster
All other IBM customers managed as territories of up to 1000 enterprises by the
GMB organisations. GMB Territories will exist within the Regions within each
All other IBM customers managed as territories of up to 1000 enterprises by the GMB organisations. GMB Territories will exist within the Regions within each Geography.
The coverage id's created within each coverage type are used to assign resources and targets to customer teams. The challenge is how to analyze and group customer data by coverage id and type for reporting to senior management.
Today this is achieved by an in house developed rules engine which reviews the Customer Reference Database (RDc), selects those records which have changed, compares them to the coverage rules, and updates the coverage where necessary. This batch activity takes place four times per day. In this type process, customer data will grow stale. The data becomes more stale the longer the elapsed time between batch processes.
The data would be more accurate if we had the coverage assigment done as soon as the customer record gets created.
Assign the customer coverage information to a customer record at the moment that customer record is created or updated.
The creation/update of the customer record will drive the coverage assignment OnDemand.
This will in then ensure for an accurate and better quality customer information (which includes coverage assignment) given at all times whenever there is a need.
The invention works in 2 ways. First, as a user updates a customer record on-line, those updates are passed to a rules engine. That rules engine acts immediately upon the changed customer data and updates the customer's coverage information, if necessary. Second, a feeding system may send a batch...