CA-2965183-C - CLIENT MANAGEMENT SYSTEM

CA2965183CCA 2965183 CCA2965183 CCA 2965183CCA-2965183-C

Abstract

In various example embodiments, a system and method for client management are presented. Inactive clients in the client population based on a lack of client use of a service offering for a predetermined period of time is determined. Customized electronic messages to the inactive clients are generated and sent. Timed subsequent electronic messages to clients who remain inactive after the receipt of the first electronic messages are further generated and sent. Statistics associated with client activity is calculated. The calculated statistics are caused to be displayed.

Inventors

Chet Brandenburg
Scott Lewis
Marianne Conner
JOSHUA CURRY

Assignees

MINDBODY, Inc.

Dates

Publication Date: 20260505
Application Date: 20151022
Priority Date: 20141023

Claims (13)

24 What is claimed is: 1. A system comprising: one or more processors and a memory including instructions, which when executed by the one or more processors, cause the one or more processors to perform operations comprising: determining an inactive client in a client population based on a lack of communications from an inactive client device of the inactive client to the system for a service offering for a predetermined period of time; sending electronic messages to the inactive client in an attempt to convert the inactive client to an active client; determining that the inactive client has remained inactive and has interacted with at least one electronic messages of the electronic messages; responsive to determining that the inactive client remams inactive and has interacted with the at least one electronic messages, accessing online social media information of the inactive client in a further attempt to convert the inactive client to an active client by: interfacing with a plurality of servers associated with a plurality of social media networks associated with the inactive client, generating a network of friends of the inactive client based on online social network information accessed from the plurality of servers, identifying a friend of the inactive client based on the network of friends from the plurality of social media networks, determining that the friend is also an active client of the system, and Date Re9ue/Date Received 2023-11-23 based on determining that the friend is an active client, accessing a profile of the friend to identify a prior attendance of the friend in a similar service to the service offering; and responsive to identifying the prior attendance of the friend in the similar service, generating a customized message for the inactive client, the customized message comprising an invitation for the inactive client to the service offering with the friend.
2. The system of claim 1, further comprising: calculating a percentage of clients recovered within a second predetermined period of time period, the percentage of clients recovered being based on a determination of clients switching from inactive to active use of the service offering.
3. The system of claim 2, wherein the electronic messages comprise timed subsequent electronic messages that include an incentive targeted to the client, and wherein the operations further comprise: identifying the incentive associated with a highest percentage of clients recovered, the timed subsequent electronic messages including the identified incentive.
4. The system of claim 2, wherein the operations further comprise: calculating statistics associated with client activity, wherein the calculated statistics further include calculating a return time period for the clients to switch from inactive to active state.
5. The system of claim 4, wherein the calculated statistics further include calculating a projected revenue based a total amount of clients recovered and a service cost of the service offering.
6. The system of claim 4, further comprising: generating a graph displaying a total number of the electronic messages sent and a total number the clients recovered. Date Re9ue/Date Received 2023-11-23 26
7. A computer-implemented method comprising: maintaining, by a computing device comprising one or more processors, a client database containing data about a client population and including data relating to electronic messages sent to and received from the client population; determining, by the computing device, an inactive client in the client population based on a lack of communications from an inactive client device of the inactive client for a service offering for a predetermined period of time; sending, by the computing device, electronic messages to the inactive client in an attempt to convert the inactive client to an active client; determining, by the computing device, that the inactive client has remained inactive and has interacted with at least one electronic messages of the electronic messages; responsive to determining that the inactive client remams inactive and has interacted with the at least one electronic messages, accessing, by the computing device, online social media information of the inactive client in a further attempt to convert the inactive client to an active client by: interfacing with a plurality of servers associated with a plurality of social media networks associated with the inactive client, generating a network of friends of the inactive client based on online social network information accessed from the plurality of servers, identifying a friend of the inactive client based on the network of friends from the plurality of social media networks, determining that the friend is also an active client, and Date Re9ue/Date Received 2023-11-23 27 based on determining that the friend is an active client, accessing a profile of the friend to identify a prior attendance of the friend in a similar service to the service offering; and responsive to identifying the prior attendance in the similar service, generating a customized message for the inactive client, the customized message compnsmg an invitation for the inactive client to the service offering with the friend.
8. The method of claim 7, further comprising: calculating a percentage of clients recovered within a second predetermined period of time period, the percentage of clients recovered being based on a determination of clients switching from inactive to active use of the service offering.
9. The method of claim 8, wherein the electronic messages comprise timed electronic messages that include an incentive targeted to the client, and the method further comprising: identifying the incentive associated with a highest percentage of clients recovered, the timed electronic messages including the identified incentive.
10. The method of claim 8, further comprising: calculating, by the computing device, statistics associated with client activity, wherein the calculated statistics further include calculating a return time period for the clients to switch from inactive to active state.
11. The method of claim 10, wherein the calculated statistics further include calculating a projected revenue based a total amount of clients recovered and a service cost of the service offering.
12. The method of claim 10, further comprising: generating a graph displaying a total number of the electronic messages sent and a total number the clients recovered. Date Re9ue/Date Received 2023-11-23 28
13. A machine-readable medium having no transitory signals and storing instructions that, when executed by at least one processor of a machine, cause the machine to perform operations comprising: determining an inactive client in a client population based on a lack of communications from an inactive client device of the inactive client for service offering for a predetermined period of time; sending electronic messages to the inactive client in an attempt to convert the inactive client to an active client; determining that the inactive client has remained inactive and has interacted with at least one electronic messages of the electronic messages; responsive to determining that the inactive client remams inactive and has interacted with the at least one electronic messages, accessing online social media information of the inactive client in a further attempt to convert the inactive client to an active client by: interfacing with a plurality of servers associated with a plurality of social media networks associated with the inactive client, generating a network of friends of the inactive client based on online social network information accessed from the plurality of servers, identifying a friend of the inactive client based on the network of friends from the plurality of social media networks, determining that the friend is also an active client, and based on determining that the friend is an active client, accessing a profile of the friend to identify a prior attendance of the friend in a similar service to the service offering; and Date Re9ue/Date Received 2023-11-23 29 responsive to identifying the prior attendance in the similar service, generating a customized message for the inactive client, the customized message compnsmg an invitation for the inactive client to the service offering with the friend. Date Re9ue/Date Received 2023-11-23

Description

CLIENT MANAGEMENT SYSTEM TECHNICAL FIELD [0001] Embodiments of the present disclosure relate generally to a client management system that generates and presents user interface providing functionality for client 15 management. BACKGROUND [0002] Service providers often provide various services to many clients at varying location and time. The flow of client participation shift and changes, making it difficult for 20 service providers to manage and understand the source of the change. Excessive unstructured information in the way clients engage with the service provider impairs effective communication between a service provider and a client. Conventionally, a client may choose to participate with a service and end their participation, requiring the service provider to individually track the trend of each client in order to seek continual participation. The 25 structure of individual tracking is inefficient use of client information for client management. BRIEF DESCRIPTION OF THE DRAWINGS [0003] Embodiments are illustrated by way of example and not limitation in the figures of the accompanying drawings. Like reference numbers indicate similar elements. 30 [0004] FIG. 1 is a block diagram illustrating a networked system, according to some example embodiments. [0005] FIG. 2 is a block diagram illustrating an example embodiment of a management system, according to some example embodiments. 1 Date Re9ue/Date Received 2022-03-01 2 [0006] FIG. 3 illustrates in block outline some operations of an example method for a management program, in accordance with an example embodiment. [0007] FIG. 4 illustrates in block outline some operations of an example method for sending electronic messages, in accordance with an example embodiment. 5 [0008] FIGS. 5-10, llA, and 11B illustrate example user interfaces for message customization, according to some example embodiments. [0009] The headings provided herein are merely for convenience and do not necessarily affect the scope or meaning of the terms used. 10 DETAILED DESCRIPTION [0010] The following detailed description includes references to the accompanying drawings, which form a part of the detailed description. The drawings show illustrations in accordance with example embodiments. These example embodiments, which are also referred to herein as "examples," are described in enough detail to enable those skilled in the 15 art to practice the present subject matter. The embodiments may be combined, other embodiments may be utilized, or structural, logical and electrical changes may be made without departing from the scope of what is claimed. The following detailed description is, therefore, not to be taken in a limiting sense. [0011] In various embodiments, the features of the present disclosure provide a 20 technical solution to the technical problem of providing a user interface allowing for automatic customized interaction and management of clients. ln some embodiments, a management system provides the technical benefit of client management using client information. Client management comes in the form of automatic generation of electronic messages using client information and triggered by message rules created by service 25 providers. These electronic messages are customized to specific clients using information from client profile and online social network. For example, message rules can trigger automatically generated electronic message targeting clients who have upcoming appointments with the service provider, or clients who have remained inactive for a predetermined amount of time, and the like. These customized messages can be subsequently 30 updated and further customized based on a detection of client interaction with previous messages. [0012] Further, the management system accesses an online social network platform and identify individuals who are good potential candidates for specific service providers based on 3 their information and connection to existing clients. The potential candidates can be identified through a combination of direct social network connections to current clients, the potential candidate's interest, location, and the like. Customized messages are generated and sent to these potential candidates. Moreover, the management system provides functionality 5 to calculate and analyze client statistics for determining responsiveness of clients to specific electronic messages and thus gauge effectiveness of the messages. Subsequent interactions and customized messages are updated using the calculated client statistics. [0013] With reference to FIG. 1, an example embodiment of a high-level client-serverbased network architecture 100 is shown. A networked system 102 provides server-side 10 functionality via a network 104 ( e.g., the Internet or wide area network (WAN)) to a client device 110 and service provider devices 113. In some implementations, users (e.g., user 106 and 107) interact with the networked system 102 using the client device 110 and service