Receiving and queuing requests from customers

Abstract

System, method, and computer program product embodiments for receiving customer requests use a request management system. An embodiment operates by establishing a connection with a customer's mobile device, obtaining information about the location of the customer's mobile device, providing to the customer's mobile device a set of data describing goods or services currently offered by one or more business locations, receiving from the customer's mobile device a request for a good or service offered by a particular business location, and adding the request to a queue associated with one or more groups assigned to fulfill the request based on the request type.

1 . A computer-implemented method for receiving requests using a request management system that provides an electronic concierge service and manages a concierge application instantiated for a business in a set of businesses stored in the request management system, the computer-implemented method comprising:
 establishing a wireless network connection with a first mobile device;   determining a selectable set of data describing goods or services currently offered by the business, wherein the business is associated with a set of staff member accounts and a customer account for the concierge application on the first mobile device;   providing, via the wireless network connection, the selectable set of data describing the goods or services currently offered by the business to the first mobile device;   receiving, from the first mobile device, a request based on a selection from the selectable set of data;   adding the request to a queue associated with one or more groups assigned to fulfill the request based on a request type of the request;   determining a staff member account from the set of staff member accounts that is associated with the queue; and   providing the queue to the staff member account accessible from a second electronic device.   
     
     
         2 . The compute implemented method of  claim 1 , further comprises:
 determining a geolocation of the first mobile device;   generating a list of one or more businesses within a serviceable distance of the determined geolocation;   providing the list of businesses to the first mobile device; and   receiving a selection from the first mobile device selecting the business from the list of businesses.   
     
     
         3 . The computer-implemented method of  claim 1 , further comprising:
 providing to the first mobile device a customized brand display for the business based on settings configured by the business.   
     
     
         4 . The computer-implemented method of  claim 1 , the receiving further comprising:
 processing a message which includes the request type, a time and date of the request, a need by input value, an indication of one or more options selected by the customer account, and associated metadata.   
     
     
         5 . The computer-implemented method of  claim 4 , wherein the associated metadata includes a link and a priority indicator configured to trace requests in the request management system. 
     
     
         6 . The computer-implemented method of  claim 1 , the adding further comprising:
 identifying the one or more groups assigned in the request management system to fulfill the request type.   
     
     
         7 . The computer-implemented method of  claim 1 , the adding further comprising:
 routing the request to the queue associated with the one or more groups, wherein the groups comprise one or more staff member accounts assigned to each group in the request management system.   
     
     
         8 . A system for receiving requests using a request management system that provides an electronic concierge service and manages a concierge application instantiated for a business in a set of businesses stored in the request management system, comprising:
 a memory; and   at least one processor coupled to the memory and configured to:
 establish a wireless network connection with a first mobile device; 
 determine a selectable set of data describing goods or services currently offered by the business in the set of businesses, wherein the business is associated with a set of staff member accounts and a customer account for the concierge application on the first mobile device; 
 provide, via the wireless network connection, the selectable set of data describing the goods or services currently offered by the business to the first mobile device; 
 receive, from the first mobile device, a request based on a selection from the selectable set of data; 
 add the request to a queue associated with one or more groups assigned to fulfill the request based on a request type of the request; 
 determine a staff member account from the set of staff member accounts associated with the queue; and 
 provide the queue to the staff member account accessible from a second electronic device. 
   
     
     
         9 . The system of  claim 8 , wherein the at least one processor is further configured to:
 determine a geolocation of the first mobile device;   generate a list of one or more businesses within a serviceable distance of the determined geolocation;   provide the list of businesses to the first mobile device; and   receive a selection from the first mobile device selecting the business from the list of businesses.   
     
     
         10 . The system of  claim 8 , wherein the at least one processor is further configured to:
 provide to the first mobile device a customizable brand display for the business based on settings configured by the business.   
     
     
         11 . The system of  claim 8 , wherein the at least one processor when receiving is further configured to:
 process a message which includes the request type, a time and date of the request, a need by input value, an indication of one or more options selected by the customer account, and associated metadata.   
     
     
         12 . The system of  claim 11 , wherein the associated metadata includes a link and a priority indicator configured to trace requests in the request management system. 
     
     
         13 . The system of  claim 8 , wherein the at least one processor when adding is further configured to:
 identify the one or more groups assigned in the request management system to fulfill the request type.   
     
     
         14 . The system of  claim 8 , wherein the at least one processor when adding is further configured to:
 route the request to the queue associated with the one or more groups, wherein the groups comprise one or more staff member accounts assigned to each group in the request management system.   
     
     
         15 . A tangible computer-readable device having instructions stored thereon that, when executed by at least one computing device, causes the at least one computing device to perform operations of a request management system that provides an electronic concierge service and manages a concierge application instantiated for a business in a set of businesses stored in the request management system, the operations comprising:
 establishing a wireless network connection with a first mobile device;   determining a selectable set of data describing goods or services currently offered by the business in the set of businesses, wherein the business is associated with a set of staff member accounts and a customer account for the concierge application on the first mobile device;   providing, via the wireless network connection, the selectable set of data describing goods or services currently offered by the business to the first mobile device;   receiving, from the first mobile device, a request based on a selection from the selectable set of data;   adding the request to a queue associated with one or more groups assigned to fulfill the request based on a request type of the request;   determine a staff member account from the set of staff member accounts that is associated with the queue; and   providing the queue to the staff member account accessible from a second electronic device.   
     
     
         16 . The computer-readable device of  claim 15 , the operations further comprising:
 determining a geolocation of the first mobile device;   generating a list of one or more businesses within a serviceable distance of the determined geolocation;   providing the list of businesses to the first mobile device; and   receiving a selection from the first mobile device selecting the business from the list of businesses.   
     
     
         17 . The computer-readable device of  claim 15 , the operations further comprising:
 providing to the first mobile device a customized brand display for the business based on settings configured by the business.   
     
     
         18 . The computer-readable device of  claim 15 , the operation of receiving further comprising:
 processing a message which includes the request type, a time and date of the request, a need by input value, an indication of one or more options selected by the customer account, and associated metadata.   
     
     
         19 . The computer-readable device of  claim 18 , wherein the associated metadata includes a link and a priority indicator configured to trace requests in the request management system. 
     
     
         20 . The computer-readable device of  claim 15 , the operation of adding further comprising:
 routing the request to the queue associated with the one or more groups, wherein the groups comprise one or more staff member accounts assigned to each group in the request management system.   
     
     
         21 . The computer-implemented method of  claim 1 , wherein the business comprises at least one of a rest stop, gas station, business which offers food, pharmacy, hospital, apartment complex, retirement home, and non-hospitality business. 
     
     
         22 . The system of  claim 8 , wherein the business comprises at least one of a rest stop, gas station, business which offers food, pharmacy, hospital, apartment complex, retirement home, and non-hospitality business. 
     
     
         23 . The computer-readable device of  claim 15 , wherein the business comprises at least one of a rest stop, gas station, business which offers food, pharmacy, hospital, apartment complex, retirement home, and non-hospitality business.