US20150278761A1

US20150278761A1 - Method and System for Providing Services to Vacation Homeowners

Info

Publication number: US20150278761A1
Application number: US14/730,399
Authority: US
Inventors: Dennis C. Hamann
Original assignee: Individual
Current assignee: Individual
Priority date: 2011-08-23
Filing date: 2015-06-04
Publication date: 2015-10-01
Also published as: US8442887B2; US20130253987A1; US20130054276A1

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.

Description

RELATED APPLICATION

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

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

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.

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.

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.

FIG. 1 illustrates an exemplary user interface according to one embodiment.

FIG. 2 illustrates an overall system architecture according to one embodiment.

FIG. 3 illustrates an exemplary user interface according to one embodiment.

FIG. 4 illustrates an exemplary customer relationship management (“CRM”) database example according to one embodiment.

FIG. 5 illustrates an embodiment of the overall architecture of a system and method for providing services to vacation homeowners.

FIG. 6 illustrates an embodiment of a user interface for a CRM database.

FIG. 7 illustrates one embodiment of a user interface for the vacation homeowner service system.

FIG. 8 illustrates one embodiment of a vacation homeowner system running on a smart phone or other hand-held computing device.

FIG. 9 illustrates one embodiment of a smart phone or hand-held device user interface for a vacation homeowner service system.

FIG. 10 illustrates one embodiment of a tablet, e-reader, or Ultrabook™ device user interface for a vacation homeowner service system.

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

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.
The range of options and services comprise:

- 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.
- Concierge Services to provide customized services to put the “vacation” back into vacation home ownership.
- 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.
- 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.

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.
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.
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.
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×7 day×365 days/year back-end support; and full access to personalized information via web and mobile.
Oversight & Reporting
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.
Complete Maintenance Programs
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.
Flexible Billing & Concierge Services
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.
Sample services are selected from the group consisting of:

Landscape and grounds maintenance
House cleaning
Pest removal and maintenance programs
Critical repair assessment and intervention
Pool, hot tub and sauna servicing
Snow removal
Home security concerns: lighting, alarm systems, and coordination with professional home-security companies and associations
Homeowner's Association interaction and representation
Bill consolidation and account reconciliation

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.
In various embodiments of the invention, the capabilities listed below are made available via a system that employs a computer processor:

Share information with contacts via Facebook, Linked-In, Twitter
Objective: Create stickiness, customer loyalty, premium service experience
Access inspection reports
Track/monitor expenses under management and account status
Store image inventory of key assets
Local weather, news, announcements
Additional relevant communications—e.g. homeowner's newsletters, etc
Contact account manager(s)
Track status of issues, inquiries
TCO (total cost of ownership) forecasting and reporting tool

FIG. 1 illustrates an exemplary user interface according to one embodiment.
FIG. 2 illustrates an overall system architecture according to one embodiment.
In one embodiment, the following solution delivery process elements are employed, with the method including at least five of the following steps:

- 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.
- 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)
- 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.
- 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.
- 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.
- f. Tracking of all cases and inspections with applicable information (including images relating to specific issues/requests) being logged and available online.
- 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.
- 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.
- i. Reporting of Vacation Home Costs via the self-care Portal for homeowner general information, scrutiny, and comparison purposes versus planned, market-competitive indices.
- 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.
- 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.
- 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.

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.
Other aspects of particular embodiments include so-called Service Provider Recruitment and Management Process Elements, selected from the following:

- 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.
- 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.
- 3. Assigning selected service providers to targeted accounts and projects according to general overall ratings and homeowner unique needs.
- 4. Monitoring performance of service providers against local industry pricing and norms for performance.
- 5. Implementing standard processes in project initiation, updates, and completion and ensuring compliance of service providers with that methodology.
- 6. Assessing service provider performance on each account/project undertaken for ongoing performance monitoring and improvement purposes.
- 7. Conducting regular performance audits on service providers to ensure ongoing consistent performance and compliance with business relationship principles.
- 8. Ongoing editing and evolution of service provider community involvement and prioritization as part of the service provider's (e.g., Aluxio's) ecosystem.

In still other embodiments, the following Channel Marketing Process Elements are included, such elements including:

- 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.
- 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
- c. Instilling a complementary client identification, qualification, and closing process to maximize effectiveness of joint marketing efforts to a targeted client base.
- 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.
- e. Measuring, evolving, and optimizing channel relationships and strategies to increase effectiveness according to statistics surrounding customer acquisition costs and overall customer value.

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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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™ 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.
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.
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.
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.
FIG. 10 shows one embodiment of a tablet, e-reader, laptop, or Ultrabook™ 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.
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.
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.
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.
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.
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.
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.

Claims

What is claimed is:

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.