Systems and methods for facilitation communications among customer relationship management users
Inventors
Kraljevic, Tom • Rodriguez, III, Fernando • Vallabhaneni, Geetha
Assignees
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Publication Number
US-9305073-B1
Publication Date
2016-04-05
Expiration Date
Abstract
A method for synchronizing Customer Relationship Management data between a Software as a Service (“SaaS”) CRM provider and a mobile device. This method enables both read and write access from the mobile device whether a network connection to the SaaS provider is available or not. The method involves creating a local mobile device database to track portions or all of the SaaS provider database. In the case where a network separation occurs and the device and SaaS databases diverge, the synchronization method may be used to make the mobile device database and the SaaS database consistent and coherent again. In one embodiment, multiple local database tables are used to represent a single SaaS CRM table to facilitate synchronization, and a status indicator is used to visually and quickly convey status to the mobile user.
Core Innovation
The invention relates to bidirectional synchronization of data between a customer relationship management (CRM) system and a mobile device across a network. The method establishes a local client database on the mobile device that stores one or more tables corresponding to one or more tables stored on a customer database utilized by the CRM system, with a schema for storing objects so that the local client database may be synched with the customer database.
When the mobile device is not communicatively coupled with the CRM system, application data is stored in the local client database according to the schema. When the mobile device is communicatively coupled with the CRM system, application data is communicated synchronously between the customer database and the local client database, and the approach supports offline operation on the mobile device with subsequent synchronization when connectivity is available.
The local client database is organized such that each CRM system table is represented by an <SObject> main table, an <SObject>_orig table, and an <SObject>_synced table, with additional support tables for synchronization handling. Handling includes local creates, updates, and deletes as well as server-side deletes with conflict resolution using three-way diffs based on main, _orig, and _synced representations.
The described sync approach supports interruptible and restartable synchronization using a property table, ordered processing using FIFO Createlist and Deletelist for operation ordering and dependency handling, parallel SObject queries, and a QueryWave chunking technique. It also introduces an OnlineIndicator UI to convey sync and online status and queued local updates, and it addresses online vs offline modes, including hybrid offline-read plus online-write, while maintaining local synchronization state.
Claims Coverage
The independent claim covers bidirectional synchronization between a CRM system and a mobile device with offline-capable local storage organized into multiple <SObject> tables (main, _orig, _synced) and synchronous communication when coupled. Dependent claims refine the local database organization with auxiliary handling tables for delete and sync, including shared singleton Createlist and Deletelist tables.
Offline-capable local client database corresponding to CRM tables
Establishing a local client database on the mobile device, the local client database storing one or more tables that correspond to one or more tables stored on a customer database utilized by the customer relationship management system.
Schema for synching local objects with customer database
Establishing a schema for storing objects on the local client database such that the local client database may be synched with the customer database.
Local storage of application data when not coupled
Storing application data to the local client database according to the schema when the mobile device is not communicatively coupled with the customer relationship management system.
Per-table representation using main, _orig, and _synced
Organizing the local client database such that each customer relationship management system table is represented in the local client database by an <SObject> main table, an <SObject>_orig table, and an <SObject>_synced table.
Synchronous communication when mobile device is coupled
Synchronously communicating application data between the customer database and the local client database when the mobile device is communicatively coupled with the customer relationship management system.
Leveraging physical networking equipment for synchronization communications
Leveraging physical networking equipment to facilitate communications for synchronization.
Additional local database organization of the <SObject>_todelete table
The method further includes additional local database organization of the <SObject>_todelete table.
Additional local database organization of the <SObject>_tosync table
The method further includes additional local database organization of the <SObject>_tosync table.
Shared singleton Deletelist table
The method further includes additional local database organization of the shared singleton Deletelist table.
Shared singleton Createlist table
The method further includes additional local database organization of the shared singleton Createlist table.
Overall, the claim set centers on bidirectional CRM-to-mobile synchronization using a locally stored schema-driven client database where each CRM table is represented by <SObject> main, <SObject>_orig, and <SObject>_synced tables, with application data stored locally when uncoupled and synchronously exchanged when coupled. Dependent claims extend this organization with dedicated delete and sync tables and shared singleton Createlist and Deletelist tables.
Stated Advantages
Supports offline operation by storing application data to the local client database when the mobile device is not communicatively coupled with the CRM system.
Facilitates bidirectional synchronization between the customer database and the local client database when the mobile device is communicatively coupled.
Allows synchronization communications to be facilitated using physical networking equipment.
Documented Applications
Bidirectional synchronization of data between a customer relationship management (CRM) system and a mobile device across a network, including offline use with later synchronization when communicatively coupled.
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