FORM 2
THE PATENTS ACT, 1970 (39 OF 1970) & THE PATENT RULES, 2003
COMPLETE SPECIFICATION
(See section 10 and rule 13)
“METHOD AND SYSTEM FOR TRACKING STATUS FOR POTENTIAL CUSTOMER OF PRODUCT INSTALLATION
SERVICE”
We, Jio Platforms Limited, an Indian National, of Office - 101, Saffron, Nr. Centre Point, Panchwati 5 Rasta, Ambawadi, Ahmedabad - 380006, Gujarat, India.
The following specification particularly describes the invention and the manner in which it is to be performed.

METHOD AND SYSTEM FOR TRACKING STATUS FOR POTENTIAL CUSTOMER OF PRODUCT INSTALLATION SERVICE
FIELD OF THE INVENTION
[0001] Embodiments of the present disclosure generally relate to Customer Relationship Management (CRM) systems. More particularly, embodiments of the present disclosure relate to method and system for tracking a status for a potential customer of a product installation service.
BACKGROUND OF THE DISCLOSURE
[0002] The following description of the related art is intended to provide background information pertaining to the field of the disclosure. This section may include certain aspects of the art that may be related to various features of the present disclosure. However, it should be appreciated that this section is used only to enhance the understanding of the reader with respect to the present disclosure, and not as admissions of the prior art.
[0003] Customer relationship management (CRM) is the combination of technologies, practices and strategies that companies use to manage and analyse customer/client and/or lead interactions and data, throughout the customer life cycle. The objective is to improve customer service relationships and assist in customer retention and to drive sales growth. CRM systems compile customer data across different channels, or points of contact, between the customer and the company, which could include the company's website, telephone, live chat, mail, marketing materials, social networks and like others. CRM systems can give customer-facing staff members’ detailed information on customers' personal information, order history, preferences and concerns.

[0004] Lead to Order is the process of capturing customer’s interest in any provided product or service, converting this into an opportunity, and finally turning this into a sales order. This process involves collecting information, processing information, and closing sales. For processing lead generation into order, the conventional procedure process lead generations form various platforms into multiple CRM processing systems, which do not highlight, or process lead correctly into the order. Further, processing and storing lead generation data into multiple places require more compute processing, is time consuming and is economically inefficient.
[0005] Thus, there exists an imperative need in the art to provide a system and a method for an efficient processing of lead generation into order, in CRM systems. Also, there exists an imperative need in the art to provide a solution for efficiently tracking a lead generation corresponding to a status for a potential customer of a product installation service, for processing said lead generation into order i.e., facilitating the product installation service, which the present disclosure aims to address.
SUMMARY OF THE DISCLOSURE
[0006] This section is provided to introduce certain aspects of the present disclosure in a simplified form that are further described below in the detailed description. This summary is not intended to identify the key features or the scope of the claimed subject matter.
[0007] An aspect of the present disclosure may relate to a method for tracking a status for a potential customer of a product installation service. The method comprises receiving, by a transceiver unit at a user interface (UI) of a customer engagement system, a data for the potential customer. Further, the method comprises scheduling, by a scheduler unit at the UI of the customer engagement system, an appointment to visit the potential customer for the product installation service. Further, the method comprises receiving, by the transceiver unit at the UI

of the customer engagement system, an appointment confirmation status, wherein the appointment confirmation status is one of a positive confirmation status and a negative confirmation status. Further, the method comprises updating, by a processing unit at the UI of the customer engagement system, a status for the product installation service for the potential customer based on the positive confirmation status. Further, the method comprises scheduling, by the scheduler unit at the UI of the customer engagement system, a technician visit for the potential customer based on the status of the product installation service. Further, the method comprises updating, by the processing unit, at the UI of the customer engagement system, the data based on the technician visit.
[0008] In an exemplary aspect of the present disclosure, the data for the potential customer comprises at least a name, an email ID, a date of birth, a phone number, a product of interest, a quantity, a priority, a status and an address.
[0009] In an exemplary aspect of the present disclosure, the appointment with the potential customer is scheduled at the UI of the customer engagement system, based on one or more appointment slots stored in the customer engagement system.
[0010] In an exemplary aspect of the present disclosure, the appointment confirmation status is received based on a response for a first communication made to the potential customer.
[0011] In an exemplary aspect of the present disclosure, the status for the product installation service is updated by the processing unit, at the UI of the customer engagement system, based on one of a denied response and an accepted response received from a second communication made to the potential customer to check for the product installation service.

[0012] In an exemplary aspect of the present disclosure, the scheduling of the technician visit, comprises selecting a technician name at the UI of the customer engagement system.
[0013] In an exemplary aspect of the present disclosure, the technician visit is scheduled, by the scheduler unit, at the UI of the customer engagement system, based on the accepted response received from the second communication made to the potential customer to check for the product installation service.
[0014] In an exemplary aspect of the present disclosure, prior to scheduling the technician visit for the potential customer, an order for the product installation service is placed.
[0015] In an exemplary aspect of the present disclosure, a follow up communication is made to the potential customer, based on the negative confirmation status received from the first communication made to the potential customer.
[0016] In an exemplary aspect of the present disclosure, updating the data comprises updating the status associated with the potential customer, by the processing unit, at the UI of the customer engagement system.
[0017] In an exemplary aspect of the present disclosure, the data is updated by the processing unit, at the UI of the customer engagement system, based on the denied response received from a second communication made to the potential customer for the product installation service.
[0018] Another aspect of the present disclosure may relate to a customer engagement system for tracking a status for a potential customer of a product installation service. The customer engagement system comprises a transceiver unit. The transceiver unit is configured to receive, at a user interface (UI), a data for the

potential customer. Further, the customer engagement system comprises a scheduler unit, connected at least to the transceiver unit. The scheduler unit is configured to schedule an appointment, at the UI of the customer engagement system, to visit the potential customer for the product installation service. The transceiver unit is further configured to receive, an appointment confirmation status, at the UI of the customer engagement system, wherein the appointment confirmation status is one of a positive confirmation status and a negative confirmation status. Further, the customer engagement system comprises a processing unit connected at least to the transceiver unit. The processing unit is configured to update, at the UI of the customer engagement system, a status for a product installation service for the potential customer based on the positive confirmation status. The scheduler unit is further configured to schedule a technician visit at the UI of the customer engagement system, for the potential customer based on the status of the product installation service. The processing unit is further configured to update the data based on the technician visit.
[0019] Yet another aspect of the present disclosure may relate to a non-transitory computer readable storage medium storing instructions for tracking a status for a potential customer of a product installation service, the instructions include executable code which, when executed by one or more units of a customer engagement system, causes: a transceiver unit of the customer engagement system to receive, at a user interface (UI), a data for the potential customer. Further, the instructions include executable code, which when executed causes a scheduler unit of the customer engagement system to schedule an appointment, at the UI of the customer engagement system, to visit the potential customer for the product installation service. The executable code, when further executed by the one or more units of the customer engagement system causes the transceiver unit further to receive, an appointment confirmation status, at the UI of the customer engagement system, wherein the appointment confirmation status is one of a positive confirmation status and a negative confirmation status. The executable code, when further executed by the one or more units of the customer engagement system

causes a processing unit of the customer engagement system to update, at the UI of
the customer engagement system, a status for a product installation service for the
potential customer based on the positive confirmation status. Also, the executable
code, when further executed by the one or more units of the customer engagement
5 system causes the scheduler unit to schedule a technician visit at the UI of the
customer engagement system, for the potential customer based on the status of the product installation service. Furthermore, the executable code, when further executed by the one or more units of the customer engagement system causes the processing unit to update the data based on the technician visit.
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[0020] Yet another aspect of the present disclosure may relate to a user equipment (UE) comprising at least a UE display for tracking a status for a potential customer of a product installation service. The status is tracked by communicating with a customer engagement system. The customer engagement system comprises a
15 transceiver unit. The transceiver unit is configured to receive, at a user interface
(UI) of the customer engagement system, a data for the potential customer. Further, the customer engagement system comprises a scheduler unit, connected at least to the transceiver unit. The scheduler unit is configured to schedule an appointment, at the UI, to visit the potential customer for the product installation service. The
20 transceiver unit is further configured to receive, an appointment confirmation
status, at the UI of the customer engagement system, wherein the appointment confirmation status is one of a positive confirmation status and a negative confirmation status. Further, the customer engagement system comprises a processing unit connected at least to the transceiver unit. The processing unit is
25 configured to update, at the UI of the customer engagement system, a status for a
product installation service for the potential customer based on the positive confirmation status. The scheduler unit is further configured to schedule a technician visit at the UI of the customer engagement system, for the potential customer based on the status of the product installation service. The processing unit
30 is further configured to update the data based on the technician visit. The transceiver
7

unit is further configured to send the updated data to the UE for tracking, by the UE, the status for the potential customer.
OBJECTS OF THE DISCLOSURE
5
[0021] Some of the objects of the present disclosure, which at least one embodiment disclosed herein satisfies are listed herein below.
[0022] It is an object of the present disclosure to provide a method and a customer
10 engagement system for processing lead to order in a Customer Relationship
Management (CRM) system.
[0023] It is another object of the present disclosure to provide a method and a
customer engagement system for processing lead data generated from multiple
15 sources, in a centralized CRM system. to process it in sustainable customer order.
DESCRIPTION OF THE DRAWINGS
[0024] The accompanying drawings, which are incorporated herein, and constitute
20 a part of this disclosure, illustrate exemplary embodiments of the disclosed methods
and systems in which like reference numerals refer to the same parts throughout the
different drawings. Components in the drawings are not necessarily to scale,
emphasis instead being placed upon clearly illustrating the principles of the present
disclosure. Also, the embodiments shown in the figures are not to be construed as
25 limiting the disclosure, but the possible variants of the method and system
according to the disclosure are illustrated herein to highlight the advantages of the
disclosure. It will be appreciated by those skilled in the art that disclosure of such
drawings includes disclosure of electrical components or circuitry commonly used
to implement such components.
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8

[0025] FIG. 1 illustrates an exemplary block diagram of a computing device upon which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure.
5 [0026] Fig. 2 illustrates an exemplary block diagram of a customer engagement
system for tracking a status for a potential customer of a product installation service, in accordance with exemplary implementations of the present disclosure.
[0027] Fig. 3 illustrates a method flow diagram for tracking a status for a potential
10 customer of a product installation service, in accordance with exemplary
implementations of the present disclosure.
[0028] Fig. 4 illustrates a process flow diagram of an exemplary scenario for
tracking a status for a potential customer of a product installation service, in
15 accordance with exemplary implementations of the present disclosure.
[0029] Fig. 5A-5I illustrate screenshots of exemplary user interface for tracking a
status for a potential customer of a product installation service, in accordance with
exemplary implementations of the present disclosure.
20
[0030] Fig. 6 illustrates an exemplary implementation environment for tracking a
status for a potential customer of a product installation service, in accordance with
exemplary implementations of the present disclosure.
25 [0031] The foregoing shall be more apparent from the following more detailed
description of the disclosure.
DETAILED DESCRIPTION
30 [0032] In the following description, for the purposes of explanation, various
specific details are set forth in order to provide a thorough understanding of embodiments of the present disclosure. It will be apparent, however, that
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embodiments of the present disclosure may be practiced without these specific
details. Several features described hereafter may each be used independently of one
another or with any combination of other features. An individual feature may not
address any of the problems discussed above or might address only some of the
5 problems discussed above.
[0033] The ensuing description provides exemplary embodiments only, and is not
intended to limit the scope, applicability, or configuration of the disclosure. Rather,
the ensuing description of the exemplary embodiments will provide those skilled in
10 the art with an enabling description for implementing an exemplary embodiment.
It should be understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope of the disclosure as set forth.
15 [0034] Specific details are given in the following description to provide a thorough
understanding of the embodiments. However, it will be understood by one of ordinary skill in the art that the embodiments may be practiced without these specific details. For example, circuits, systems, processes, and other components may be shown as components in block diagram form in order not to obscure the
20 embodiments in unnecessary detail.
[0035] Also, it is noted that individual embodiments may be described as a process
which is depicted as a flowchart, a flow diagram, a data flow diagram, a structure
diagram, or a block diagram. Although a flowchart may describe the operations as
25 a sequential process, many of the operations may be performed in parallel or
concurrently. In addition, the order of the operations may be re-arranged. A process is terminated when its operations are completed but could have additional steps not included in a figure.
30 [0036] The word “exemplary” and/or “demonstrative” is used herein to mean
serving as an example, instance, or illustration. For the avoidance of doubt, the
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subject matter disclosed herein is not limited by such examples. In addition, any
aspect or design described herein as “exemplary” and/or “demonstrative” is not
necessarily to be construed as preferred or advantageous over other aspects or
designs, nor is it meant to preclude equivalent exemplary structures and techniques
5 known to those of ordinary skill in the art. Furthermore, to the extent that the terms
“includes,” “has,” “contains,” and other similar words are used in either the detailed description or the claims, such terms are intended to be inclusive in a manner similar to the term “comprising” as an open transition word without precluding any additional or other elements.
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[0037] As used herein, a “processing unit” or “processor” or “operating processor” includes one or more processors, wherein processor refers to any logic circuitry for processing instructions. A processor may be a general-purpose processor, a special purpose processor, a conventional processor, a digital signal processor, a plurality
15 of microprocessors, one or more microprocessors in association with a (Digital
Signal Processing) DSP core, a controller, a microcontroller, Application Specific Integrated Circuits, Field Programmable Gate Array circuits, any other type of integrated circuits, etc. The processor may perform signal coding data processing, input/output processing, and/or any other functionality that enables the working of
20 the system according to the present disclosure. More specifically, the processor or
processing unit is a hardware processor.
[0038] As used herein, “a user equipment”, “a user device”, “a smart-user-device”, “a smart-device”, “an electronic device”, “a mobile device”, “a handheld device”,
25 “a wireless communication device”, “a mobile communication device”, “a
communication device” may be any electrical, electronic and/or computing device or equipment, capable of implementing the features of the present disclosure. The user equipment/device may include, but is not limited to, a mobile phone, smart phone, laptop, a general-purpose computer, desktop, personal digital assistant,
30 tablet computer, wearable device or any other computing device which is capable
of implementing one or more features of the present disclosure. Also, the user
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device may contain at least one input means configured to receive an input from unit(s) which are required to implement one or more features of the present disclosure.
5 [0039] As used herein, “storage unit” or “memory unit” refers to a machine or
computer-readable medium including any mechanism for storing information in a
form readable by a computer or similar machine. For example, a computer-readable
medium includes read-only memory (“ROM”), random access memory (“RAM”),
magnetic disk storage media, optical storage media, flash memory devices or other
10 types of machine-accessible storage media. The storage unit stores at least the data
that may be required by one or more units of the system to perform their respective functions.
[0040] As used herein “interface” or “user interface” refers to a shared boundary
15 across which two or more separate components of a system exchange information
or data. The interface may also be referred to a set of rules or protocols that define communication or interaction of one or more modules or one or more units with each other, which also includes the methods, functions, or procedures that may be called. 20
[0041] All modules, units, components used herein, unless explicitly excluded
herein, may be software modules or hardware processors, the processors being a
general-purpose processor, a special purpose processor, a conventional processor,
a digital signal processor (DSP), a plurality of microprocessors, one or more
25 microprocessors in association with a DSP core, a controller, a microcontroller,
Application Specific Integrated Circuits (ASIC), Field Programmable Gate Array circuits (FPGA), any other type of integrated circuits, etc.
[0042] As used herein the transceiver unit include at least one receiver and at least
30 one transmitter configured respectively for receiving and transmitting data, signals,
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information or a combination thereof between units/components within the system and/or connected with the system.
[0043] Further, in accordance with the present disclosure, it is to be acknowledged
5 that the functionality described for the various components/units can be
implemented interchangeably. While specific embodiments may disclose a
particular functionality of these units for clarity, it is recognized that various
configurations and combinations thereof are within the scope of the disclosure. The
functionality of specific units as disclosed in the disclosure should not be construed
10 as limiting the scope of the present disclosure. Consequently, alternative
arrangements and substitutions of units, provided they achieve the intended functionality described herein, are considered to be encompassed within the scope of the present disclosure.
15 [0044] As discussed in the background section, the current known solutions have
several shortcomings. The conventional procedures encompass processing leads generation from various platforms via multiple Customer Relationship Management (CRM) processing systems, which do not highlight, or process leads correctly into the order. Further, processing and storing leads generation data into
20 multiple places requires more compute processing, is time consuming and has less
economical values. Specifically, in scenarios, where lead generations corresponding to potential customers of a product installation service are required to be processed, the conventional procedures fail to efficiently process such lead generations. Thus, the present disclosure aims to overcome the above-mentioned
25 and other existing problems in this field of technology by providing method and
system of tracking a status for a potential customer of a product installation service. The present solution provides a central CRM system which captures generated lead information of potential customers in a single place, to convert the potential customers in sustainable customers for product growth. In general, when a potential
30 customer expresses interest in a product, his/her interest is stored in a storage unit
connected to the central CRM system. Basis the customer’s location, an agent /
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technician is assigned automatically. Assigned technician then visits the customer
premises and completes the customer on-boarding. As a part of on-boarding, agent
performs KYC (know your customer) formal requirements with the customer and
completes the device installation at customer premises. When on-boarding order of
5 customer is received at central CRM system, central CRM system identifies the
existence of any lead orders against the same customer and marks the lead order completed in an automated way. A need to manually update the lead order status is eliminated in this case.
10 [0045] Fig. 1 illustrates an exemplary block diagram of a computing device [100]
upon which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure. In an implementation, the computing device [100] may implement a method for tracking a status for a potential customer of a product installation service utilising a customer
15 engagement system [200]. In another implementation, the computing device [100]
itself implements the method for tracking a status for a potential customer of a product installation service using one or more units configured within the computing device [100], wherein said one or more units are capable of implementing the features as disclosed in the present disclosure.
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[0046] The computing device [100] may include a bus [102] or other communication mechanism for communicating information, and a hardware processor [104] coupled with bus [102] for processing information. The hardware processor [104] may be, for example, a general-purpose microprocessor. The
25 computing device [100] may also include a main memory [106], such as a random-
access memory (RAM), or other dynamic storage device, coupled to the bus [102] for storing information and instructions to be executed by the processor [104]. The main memory [106] also may be used for storing temporary variables or other intermediate information during execution of the instructions to be executed by the
30 processor [104]. Such instructions, when stored in non-transitory storage media
accessible to the processor [104], render the computing device [100] into a special-
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purpose machine that is customized to perform the operations specified in the instructions. The computing device [100] further includes a read only memory (ROM) [108] or other static storage device coupled to the bus [102] for storing static information and instructions for the processor [104].
5 [0047] A storage device [110], such as a magnetic disk, optical disk, or solid-state
drive is provided and coupled to the bus [102] for storing information and instructions. The computing device [100] may be coupled via the bus [102] to a display [112], such as a cathode ray tube (CRT), Liquid crystal Display (LCD), Light Emitting Diode (LED) display, Organic LED (OLED) display, etc. for
10 displaying information to a computer user. An input device [114], including
alphanumeric and other keys, touch screen input means, etc. may be coupled to the bus [102] for communicating information and command selections to the processor [104]. Another type of user input device may be a cursor controller [116], such as a mouse, a trackball, or cursor direction keys, for communicating direction
15 information and command selections to the processor [104], and for controlling
cursor movement on the display [112]. This input device typically has two degrees of freedom in two axes, a first axis (e.g., x) and a second axis (e.g., y), that allow the device to specify positions in a plane.
[0048] The computing device [100] may implement the techniques described
20 herein using customized hard-wired logic, one or more ASICs or FPGAs, firmware
and/or program logic which in combination with the computing device [100] causes
or programs the computing device [100] to be a special-purpose machine.
According to one implementation, the techniques herein are performed by the
computing device [100] in response to the processor [104] executing one or more
25 sequences of one or more instructions contained in the main memory [106]. Such
instructions may be read into the main memory [106] from another storage medium, such as the storage device [110]. Execution of the sequences of instructions contained in the main memory [106] causes the processor [104] to perform the process steps described herein. In alternative implementations of the present
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disclosure, hard-wired circuitry may be used in place of or in combination with software instructions.
[0049] The computing device [100] also may include a communication interface
[118] coupled to the bus [102]. The communication interface [118] provides a two-
5 way data communication coupling to a network link [120] that is connected to a
local network [122]. For example, the communication interface [118] may be an
integrated services digital network (ISDN) card, cable modem, satellite modem, or
a modem to provide a data communication connection to a corresponding type of
telephone line. As another example, the communication interface [118] may be a
10 local area network (LAN) card to provide a data communication connection to a
compatible LAN. Wireless links may also be implemented. In any such
implementation, the communication interface [118] sends and receives electrical,
electromagnetic or optical signals that carry digital data streams representing
various types of information.
15 [0050] The computing device [100] can send messages and receive data, including
program code, through the network(s), the network link [120] and the communication interface [118]. In the Internet example, a server [130] might transmit a requested code for an application program through the Internet [128], the ISP [126], the local network [122], the host [124], and the communication interface
20 [118]. The received code may be executed by the processor [104] as it is received,
and/or stored in the storage device [110], or other non-volatile storage for later execution.
[0051] Referring to FIG. 2, an exemplary block diagram of a customer engagement
system [200] for tracking a status for a potential customer of a product installation
25 service, is shown, in accordance with the exemplary implementations of the present
disclosure. The customer engagement system [200] comprises at least one transceiver unit [202], at least one user interface (UI) [204], at least one processing unit [206], and at least one scheduler unit [208]. Also, all of the components/ units
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of the customer engagement system [200] are assumed to be connected to each other
unless otherwise indicated below. Also, in Fig. 2 only a few units are shown,
however, the customer engagement system [200] may comprise multiple such units
or the customer engagement system [200] may comprise any such numbers of said
5 units, as required to implement the features of the present disclosure. Further, in an
implementation, the customer engagement system [200] may be in communication with a user device (may also be referred herein as a user equipment or a UE) to implement the features of the present disclosure. In yet another implementation, the customer engagement system [200] may reside in a server/ network entity.
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[0052] The customer engagement system [200] is configured for tracking a status for a potential customer of a product installation service, with the help of the interconnection between the components/units of the customer engagement system [200]. Here, a potential customer may be a person who may be interested in buying
15 a product along with the product installation service. For example, a person wants
to install an internet service at his/her home. That person calls the product and service provider to enquire about the product, i.e., for installation of the router of the provider at the person’s home. This person becomes a potential customer for the provider, as the act of calling by the person to the provider shows an interest of
20 the person in buying the product. Thus, after the person, i.e., potential customer
calls the provider, and thereafter buys the product from the provider, then the potential customer gets converted into an actual customer. During this process, the potential customer may discuss product details with a sales executive of the provider, and then with a technical representative. Thereafter, the potential
25 customer may be interested in buying the product or not buying the product based
on the potential customer’s satisfaction at several stages. At each of these stages, a ‘status’ of the potential customer may be marked. For example, when the potential customer is in communication with the sales team, then the status of tracking the lead may be ‘in progress’. The product as described here, may be, but not limited
30 to, a router along with the router installation service, a set top box along with the
installation service of the set top box, etc.
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[0053] The transceiver unit [202] may receive, at a user interface (UI) [204], a data
for the potential customer (also referred to as ‘potential customer data’). In an
5 implementation, this data for the potential customer comprises at least one of a
name, an email ID, a date of birth, a phone number, a product of interest, a quantity, a priority, a status, and an address. Here, for example, details of the potential customer may be added. Product(s) of interest may be the product or multiple products that the potential customer might be interested in consuming. Further, the
10 quantity may be the quantity of the product(s) or the products of interest that the
potential customer may be interested in. Further, the priority may refer to a level of priority that may be assigned to the potential customer. For example, the potential customer whose chance of conversion are high may be given a high priority as compared to another potential customer whose chance of conversion are low. Here,
15 ‘conversion’ may refer to the process of converting the potential customer into an
actual customer, that is, conversion of a person that is likely to buy a product to a person that actually buys the product. Further, the status of the lead, i.e., the potential customer, may indicate whether the lead is closed, or on hold, or in progress, or rejected. For example, when the potential customer is in
20 communication with the sales team, then the status of the lead may be ‘in progress’;
when the potential customer is in communication with the sales team and has asked for a finite time for making a decision regarding buying a product, then the status of the lead may be ‘on hold’; when the potential customer is converted into the actual customer, that is, when the potential customer has bought the product, then
25 the status of the lead may be updated as ‘close’; and when the potential customer
has shown disinterest in buying the product, then the status of the lead may be ‘reject’. A person skilled in the art would appreciate that the above example(s) is provided for understanding purposes only and does not limit or restrict the present disclosure in any possible manner.
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[0054] Further, the scheduler unit [208] may be connected at least to the transceiver
unit [202]. The scheduler unit [208] may schedule an appointment, at the UI [204]
of the customer engagement system [200], to visit the potential customer for the
product installation service. Here, in case the potential customer is interested in a
5 product and has shown interest in buying the product, then a visit appointment, i.e.,
an appointment to visit the potential customer, may be scheduled by the scheduler unit [208]. Here, the ‘visit appointment’ may refer to a schedule for the concerned authority for visiting the potential customer at a desired location. The visit appointment details, for example, date and time of visiting the potential customer
10 may be displayed at the UI [204]. In an implementation, the appointment with the
potential customer may be scheduled at the UI [204], based on one or more appointment slots stored in the customer engagement system [200]. For example, a person that is the potential customer has shown interest in buying a product, and also has communicated to a sales person that he/she desires a sales person to visit
15 at his/her address, so as to know more details about the product or to buy the product
or to get the product installed at his/her address location, then the person (potential customer) may communicate a time slot to the sales person. This communication of interest or disinterest by the potential customer may be referred to as a response to a first communication made to the potential customer. That is, for example, a
20 sales person contacts the potential customer and informs him about the product, and
other related aspects, then this may be referred to as the first communication made to the potential customer, and the response of the potential customer may be positive (indicating that the potential customer is interested in the product), or negative (indicating that the potential customer is interested in the product). In case the
25 potential customer is interested in the product, he/she may desire a visit
appointment and accordingly book a date and time slot. A person skilled in the art would appreciate that the above example(s) are provided for understanding purposes only and does not limit or restrict the present disclosure in any possible manner. The ‘visit appointment’ details will be shown at the UI [204] against the
30 name/identity of that potential customer.
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[0055] Further, the transceiver unit [202] may receive, an appointment
confirmation status, at the UI [204] of the customer engagement system [200]. This
appointment confirmation status is one of a positive confirmation status and a
negative confirmation status. Here, if a potential customer agrees for a visit
5 appointment at his/her desired location, then he/she may confirm the visit
appointment and communicate the same to the sales team person. This confirmation may be communicated via a phone call, text message, or any other such means of communication. Pertinently, the ‘visit appointment’ details comprising the date and time slot for visiting the potential customer may be shown only if the potential
10 customer agrees for the appointment and the appointment is confirmed. In such
case, the appointment confirmation status is the positive confirmation status. However, if the potential customer shows disinterest regarding the product, he may deny the appointment straightaway. In this case also, the appointment confirmation status is the positive confirmation status as it also shows a confirmed status.
15 However, for example, the potential customer needs more time to think and cannot
make a decision as the present time and stage, then he/she may not confirm the visit appointment. In this case, the appointment confirmation status is the negative confirmation status. Thus, in an implementation, the appointment confirmation status is received based on a response for the first communication made to the
20 potential customer. Further, in an implementation, a follow up communication is
made to the potential customer, based on the negative confirmation status from the first communication made to the potential customer. For example, the potential customer needs more time to think and cannot make a decision as the present time and stage, then in such case, a follow-up communication may be made to the
25 potential customer.
[0056] The processing unit [206] may be connected at least to the transceiver unit
[202]. The processing unit [206] may update, at the UI [204], a status for a product
installation service for the potential customer based on the positive confirmation
30 status. That is, when a final answer/response is received from the potential
customer, the processing unit [206] updates the status for the product and/or the
20

product installation service for the potential customer. For this purpose, the
processing unit may update a parameter (in a database) that is used to indicate the
status of the person (for example, if the potential customer was previously in
communication with the sales person, and now has paid the amount and booked for
5 product installation service, then the parameter indicating the status of the potential
customer may change from ‘in progress’ to ‘converted’). Now, a second communication may be made to the potential customer. For example, a sales person visits at the desired location, then the sales person may explain the plans and benefits of the product for the potential customer. Now, the potential customer can
10 make a clear decision as to whether he/she wants to move forward with buying the
product or wants to reject the product. If the potential customer wants to buy the product, then the potential customer may indicate the same in this second communication. Also, if the potential customer does not want to buy the product, then the potential customer may indicate the same in this second communication.
15 Thus, in an implementation, the status for the product installation service is updated
based on one of a denied response and an accepted response received from a second communication made to the potential customer to check for the product installation service. For example, the potential customer has indicated clearly in his/her response that the potential customer is interested (or disinterested) in the product
20 and/or the product installation service, then the processing unit [206] updates that
the potential customer is interested (or disinterested). For example, in case the potential customer has clearly indicated that he/she is disinterested in the product, then he/she may not be contacted further regarding the product. A person skilled in the art would appreciate that the above example is provided for understanding
25 purposes only and does not limit or restrict the present disclosure in any possible
manner. Also, in an implementation, while updating lead status the reason, channel, status and remarks, may also be updated for future reference.
[0057] In case the status for the product installation service for the potential
30 customer is updated as the positive confirmation status (i.e., the potential customer
is interested in buying the product and/or product installation service), then the
21

scheduler unit [208] may schedule a technician visit at the UI [204] of the customer
engagement system [200], for the potential customer based on the status of the
product installation service. Thus, upon receiving the final positive answer/response
from the potential customer in the second communication and updating the status
5 for the product and/or the product installation service for the potential customer, the
technician visit at a desired location for product installation service may be
scheduled. Pertinently, this desired location for product installation service may be
same or different than the desired location where the potential customer booked for
the date and time slots. For example, the potential customer may be available at
10 location 1 earlier and wants to know about the product from the sales person at this
location 1, however, the potential customer wants the product to be installed at a
different location than location 1, say location 2. Thus, the desired location earlier
can be location 1 and the desired location for product installation service can be
location 2. In an implementation, the scheduling the technician visit for the potential
15 customer comprises selecting a technician name at the UI of the customer
engagement system. For this purpose, a database may be maintained with a list of
technicians, and a technician may be assigned randomly or following some criteria
such as fair distribution of work, location of technician, etc. From this list of
technicians, the technician may be assigned by selecting a technician name. In an
20 implementation, prior to scheduling the technician visit for the potential customer
an order for the product installation service is placed. This order may be placed on
the digital platform associated with the product and the product installation service.
Further, this order may be placed by the technician prior to visiting the desired
location of the potential customer or may be placed by the potential customer itself.
25 Thus, as explained above, in an implementation, the technician visit is scheduled,
by the scheduler unit [208], based on the accepted response received from the
second communication made to the potential customer to check for the product
installation service. Also, the appointment slots may be stored in a database. For
example, a potential customer wants a technician to visit Location Y between 1PM-
30 3PM on date 12-01-202X. However, say for example, all technicians are busy and
cannot visit Location Y between 1PM-3PM on date 12-01-202X, then the scheduler
22

unit [208] may have to choose another appointment slot based on the available
appointment slots as communicated by the potential customer. Once the potential
customer confirms the appointment time slot, the same will be updated in the
system. A person skilled in the art would appreciate that the above example was
5 provided for understanding purposes only and does not limit or restrict the present
disclosure in any possible manner.
[0058] Further, the processing unit [206] may update the potential customer data based on the technician visit. Here, the processing unit [206] may update the status
10 of the potential customer after the technician visit at the desired location for product
installation service. For this purpose, the processing unit may update a parameter (in a database) that is used to indicate the status of the person. For example, the potential customer is converted into actual customer, that is, the product installation service is completed at the desired location for the product installation service, then
15 the status of the potential customer, that is, the parameter indicating the status of
the potential customer, may be updated by the processing unit [206] as “converted” and an indication may be provided against the name/identity of the potential customer as “won”. If due to some reason the product installation service cannot be completed at the desired location for the product installation service, then the status
20 of the potential customer may be updated by the processing unit [206] as “not
converted” and an indication may be provided against the name/identity of the potential customer as “loss”. A person skilled in the art would appreciate that the above example is provided for understanding purposes only and does not limit or restrict the present disclosure in any possible manner. Thus, in an implementation,
25 updating the potential customer data comprises updating the status associated with
the potential customer, by the processing unit [206], at the UI [204] of the customer engagement system [200]. Furthermore, in case the potential customer in his/her second communication itself made clear that the potential customer is not interested in the product, then also the status of the potential customer may be updated by the
30 processing unit [206] as “not converted” and an indication may be provided against
the name/identity of the potential customer as “loss”. Thus, in an implementation,
23

the potential customer data is updated based on the denied response received from a second communication made to the potential customer for the product installation service.
5 [0059] Referring to FIG. 3, an exemplary flow diagram of a method [300] for
tracking a status for a potential customer of a product installation service, in
accordance with exemplary implementations of the present disclosure is shown. In
an implementation the method [300] is performed by the customer engagement
system [200]. Further, in an implementation, the customer engagement system
10 [200] may be present in a server device to implement the features of the present
disclosure. Also, as shown in Figure 3, the method [300] starts at step [302].
[0060] At step 304, the method of the present disclosure comprises receiving, by a transceiver unit [202] of a customer engagement system [200] at a user interface
15 (UI) [204] of the customer engagement system [200], a data for the potential
customer (also referred to as ‘potential customer data’). In an implementation, this data for the potential customer comprises at least one of a name, an email ID, a date of birth, a phone number, a product of interest, a quantity, a priority, a status, and an address. Here, for example, details of the potential customer may be added.
20 Product(s) of interest may be the product or multiple products that the potential
customer might be interested in consuming. Further, the quantity may be the quantity of the product(s) or the products of interest that the potential customer may be interested in. Further, the priority may refer to a level of priority that may be assigned to the potential customer. For example, the potential customer whose
25 chance of conversion are high may be given a high priority as compared to another
potential customer whose chance of conversion are low. Here, ‘conversion’ may refer to the process of converting the potential customer into an actual customer, that is, conversion of a person that is likely to buy a product to a person that actually buys the product. Further, the status of the lead, i.e., the potential customer, may
30 indicate whether the lead is closed, or on hold, or in progress, or rejected. For
example, when the potential customer is in communication with the sales team, then
24

the status of the lead may be ‘in progress’; when the potential customer is in
communication with the sales team and has asked for a finite time for making a
decision regarding buying a product, then the status of the lead may be ‘on hold’;
when the potential customer is converted into the actual customer, that is, when the
5 potential customer has bought the product, then the status of the lead may be ‘close’;
and when the potential customer has shown disinterest in buying the product, then the status of the lead may be ‘reject’. A person skilled in the art would appreciate that the above example(s) is provided for understanding purposes only and does not limit or restrict the present disclosure in any possible manner. 10
[0061] Further, at step 306, the method of the present disclosure comprises scheduling, by a scheduler unit [208] of the customer engagement system [200] at the UI [204], an appointment to visit the potential customer for the product installation service (also referred to as ‘visit appointment’). Here, in case the
15 potential customer is interested in a product and has shown interest in buying the
product, then a ‘visit appointment’ may be scheduled by the scheduler unit [208]. Here, the ‘visit appointment’ may refer to a schedule for the concerned authority for visiting the potential customer at a desired location. The visit appointment details, for example, date and time of visiting the potential customer may be
20 displayed at the UI [204]. In an implementation, the appointment with the potential
customer may be scheduled at the UI [204], based on one or more appointment slots stored in the customer engagement system [200]. For example, a person that is the potential customer has shown interest in buying a product, and also has communicated to a sales team person that he/she desires a person to visit at his/her
25 address, so as to know more details about the product or to buy the product or to
get the product installed at his/her address location, then the person may choose an available date and time slot from a list of available dates and time slots, and communicate the same to the sales team person. Alternatively, the potential customer may also communicate his/her interest in buying a product. This
30 communication of interest or disinterest by the potential customer may be referred
to as a response to a first communication made to the potential customer. That is,
25

for example, a sales person contacts the potential customer and informs him about
the product, and other related aspects, then this may be referred to as the first
communication made to the potential customer, and the response of the potential
customer may be positive (indicating that the potential customer is interested in the
5 product), or negative (indicating that the potential customer is interested in the
product). In case the potential customer is interested in the product, he/she may
desire a visit appointment and accordingly book a date and time slot. A person
skilled in the art would appreciate that the above example(s) are provided for
understanding purposes only and does not limit or restrict the present disclosure in
10 any possible manner. The ‘visit appointment’ details will be shown at the UI [204]
against the name/identity of that potential customer.
[0062] Further, at step 308, the method of the present disclosure comprises receiving, by the transceiver unit [202] at the UI [204], an appointment
15 confirmation status, wherein the appointment confirmation status is one of a
positive confirmation status and a negative confirmation status. Here, if a potential customer agrees for a visit appointment at his/her desired location, then he/she may confirm the visit appointment and communicate the same to the sales team person. This confirmation may be communicated via a phone call, text message, or any
20 other such means of communication. Pertinently, the ‘visit appointment’ details
comprising the date and time slot for visiting the potential customer may be shown only if the potential customer agrees for the appointment and the appointment is confirmed. In such case, the appointment confirmation status is the positive confirmation status. However, if the potential customer shows disinterest regarding
25 the product, he may deny the appointment straightaway. In this case also, the
appointment confirmation status is the positive confirmation status as it also shows a confirmed status. However, for example, the potential customer needs more time to think and cannot make a decision as the present time and stage, then he/she may not confirm the visit appointment. In this case, the appointment confirmation status
30 is the negative confirmation status. Thus, in an implementation, the appointment
confirmation status is received based on a response for the first communication
26

made to the potential customer. Further, in an implementation, a follow up
communication is made to the potential customer, based on the negative
confirmation status from the first communication made to the potential customer.
For example, the potential customer needs more time to think and cannot make a
5 decision as the present time and stage, then in such case, a follow-up
communication may be made to the potential customer.
[0063] Further, at step 310, the method of the present disclosure comprises updating, by a processing unit [206] of the customer engagement system [200] at
10 the UI [204], a status for the product installation service for the potential customer
based on the positive confirmation status. That is, when a final answer/response is received from the potential customer, the processing unit [206] updates the status for the product and/or the product installation service for the potential customer. For this purpose, the processing unit may update a parameter (in a database) that is
15 used to indicate the status of the person (for example, if the potential customer was
previously in communication with the sales team, and now has paid the amount and booked for product installation service, then the parameter indicating the status of the potential customer may change from ‘in progress’ to ‘converted’). Now, a second communication may be made to the potential customer. For example, a
20 salesperson visits at the desired location, then the salesperson may explain the plans
and benefits of the product for the potential customer. Now, the customer can make a clear decision as to whether the potential customer wants to move forward with buying the product or wants to reject the product. If the potential customer wants to buy the product, then the potential customer may indicate the same in this second
25 communication. Also, if the potential customer does not want to buy the product,
then the potential customer may indicate the same in this second communication. Thus, in an implementation, the status for the product installation service is updated based on one of a denied response and an accepted response received from a second communication made to the potential customer to check for the product installation
30 service. For example, the potential customer has indicated clearly in his/her
response that the potential customer is interested (or disinterested) in the product
27

and/or the product installation service, then the processing unit [206] updates that
the potential customer is interested (or disinterested). For example, in case the
potential customer has clearly indicated that he/she is disinterested in the product,
then he/she may not be contacted further regarding the product. A person skilled in
5 the art would appreciate that the above example is provided for understanding
purposes only and does not limit or restrict the present disclosure in any possible manner. Also, in an implementation, while updating lead status the reason, channel, status and remarks, may also be updated for future reference.
10 [0064] In case the status for the product installation service for the potential
customer is updated as the positive confirmation status (i.e., the potential customer is interested in buying the product and/or product installation service), then the method of the present disclosure, at step 312, comprises scheduling, by the scheduler unit [208] at the UI [204], a technician visit for the potential customer
15 based on the status of the product installation service. Thus, upon receiving the final
positive answer/response from the potential customer in the second communication and updating the status for the product and/or the product installation service for the potential customer, the technician visit at a desired location for product installation service may be scheduled. Pertinently, this desired location for product
20 installation service may be same or different that the desired location where the
potential customer booked for the date and time slots. For example, the potential customer may be available at location 1 earlier and wants to know about the product from the sales team person at this location 1, however, the potential customer wants the product to be installed at a different location than location 1, say location 2.
25 Thus, the desired location earlier can be location 1 and the desired location for
product installation service can be location 2. In an implementation, the scheduling the technician visit for the potential customer comprises selecting a technician name at the UI [204] of the customer engagement system. For this purpose, a database may be maintained with a list of technicians, and a technician may be assigned
30 randomly or following some criteria such as fair distribution of work, location of
technician, etc. From this list of technicians, the technician may be assigned by
28

selecting a technician name. In an implementation, prior to scheduling the
technician visit for the potential customer an order for the product installation
service is placed. This order may be placed on the digital platform associated with
the product and the product installation service. Further, this order may be placed
5 by the technician prior to visiting the desired location of the potential customer or
may be placed by the potential customer itself. Thus, as explained above, in an implementation, the technician visit is scheduled, by the scheduler unit [208], based on the accepted response received from the second communication made to the potential customer to check for the product installation service. Also, the
10 appointment slots may be stored in a database. For example, a person wants a
technician to visit Location Y between 1PM-3PM on date 12-01-202X. However, say for example, all technicians are busy and cannot visit Location Y between 1PM-3PM on date 12-01-202X, then the scheduler unit [208] may have to choose another appointment slot based on the available appointment slots shown on the UI [204].
15 Once the user confirms an available time slot, the same will be updated in the
system. A person skilled in the art would appreciate that the above example was provided for understanding purposes only and does not limit or restrict the present disclosure in any possible manner.
20 [0065] Further, at step 314, the method of the present disclosure comprises
updating, by the processing unit [206], at the UI [204], the potential customer data based on the technician visit. Here, the processing unit [206] may update the status of the potential customer after the technician visit at the desired location for product installation service. For this purpose, the processing unit may update a parameter
25 (in a database) that is used to indicate the status of the person. For example, the
potential customer is converted into actual customer, that is, the product installation service is completed at the desired location for the product installation service, then the status of the potential customer, that is, the parameter indicating the status of the potential customer, may be updated by the processing unit [206] as “converted”
30 and an indication may be provided against the name/identity of the potential
customer as “won”. If due to some reason the product installation service cannot be
29

completed at the desired location for the product installation service, then the status
of the potential customer may be updated by the processing unit [206] as “not
converted” and an indication may be provided against the name/identity of the
potential customer as “loss”. A person skilled in the art would appreciate that the
5 above example is provided for understanding purposes only and does not limit or
restrict the present disclosure in any possible manner. Thus, in an implementation, updating the potential customer data comprises updating the status associated with the potential customer, by the processing unit [206], at the UI [204] of the customer engagement system [200]. Furthermore, in case the potential customer in his/her
10 second communication itself made clear that the potential customer is not interested
in the product, then also the status of the potential customer may be updated by the processing unit [206] as “not converted” and an indication may be provided against the name/identity of the potential customer as “loss”. Thus, in an implementation, the potential customer data is updated based on the denied response received from
15 a second communication made to the potential customer for the product installation
service.
[0066] Also, in an exemplary implementation, the data related to the potential customer at any stage of the product installation process may be saved in a storage
20 unit [500]. In an exemplary implementation, this storage unit [500] may be a part
of the customer engagement system [200]. In another implementation, this storage unit [500] may be a part of a central customer relationship management (CRM) system with which the customer engagement system [200] is connected, and the storage unit [500] is connected to the customer engagement system [200]. In yet
25 another implementation, this storage unit [500] may be distributed and may be
present at both the central customer relationship management (CRM) system and the customer engagement system [200]. The data related to the potential customer, such as stage of the product installation process, reason for lead close as “loss”, etc. may be stored in the storage unit [500] for future reference.
30
30

[0067] For further clarity, referring to FIG. 4 which illustrates a flow diagram of a
process [400] of an exemplary scenario for tracking a status for a potential customer
of a product installation service, in accordance with exemplary implementations of
the present disclosure. As shown in FIG. 4, the method starts at block 402. As a
5 lead for a potential customer is generated (see block 404 of FIG. 4), the appointment
may be scheduled for visiting the potential customer (see block 406 of FIG. 4). For this purpose, a call may be made to the potential customer (see block 418 of Fig. 4). If the potential customer does not respond or denies the call, may be for a threshold number of times, then the lead for the potential customer may be closed
10 and marked as “loss” (see block 424 of FIG. 4). Further, if the potential customer
confirms the appointment (see block 420 of FIG. 4), then the appointment is confirmed (see block 408 of FIG. 4). If the potential customer is able to take a decision during this appointment, then either checking for installation is performed (see block 410 of FIG. 4) in case the potential customer is interested in the product
15 installation service, or the lead may be closed and marked as “loss” (see block 424
of FIG. 4) in case the potential customer is not interested in the product installation service. If in case during the checking for installation performed, it is determined that the installation cannot be done for some reason, may be for some technical reason, etc., the installation may be denied or the installation fails (see block 422 of
20 FIG. 4) then the lead may be closed and marked as “loss” (see block 424 of FIG.
4). Also, if the potential customer is not able to take a decision during this appointment, a follow-up may be made (see block 426 of FIG. 4). During this follow-up, if the potential customer shows interest in product installation service, then checking for installation is performed (see block 410 of FIG. 4), or the lead
25 may be closed and marked as “loss” (see block 424 of FIG. 4) in case the potential
customer does not show interest in the product installation service during this follow-up. Further, a technician visit for installation is scheduled (see block 412 of FIG. 4). If during this technician visit, some other issue comes up, then the lead may be closed and marked as “loss” (see block 424 of FIG. 4), otherwise the product
30 installation may be performed (see block 414 of FIG. 4), and the lead may be closed
as “won” (see block 416 of FIG. 4) after the completion of the product installation
31

service. With this, the process terminates as shown in block 428 of FIG. 4. A person
skilled in the art would appreciate that the process flow as explained above with
reference to FIG. 4 is a process flow for an exemplary scenario only for the purposes
of clear explanation and better understanding, and therefore, the process flow as
5 explained above with reference to FIG. 4 does not limit or restrict the present
disclosure in any possible manner.
[0068] Referring to FIG. 5A-5I which show screenshots of exemplary user interface of the customer engagement system for tracking a status for a potential
10 customer of a product installation service, in accordance with exemplary
implementations of the present disclosure. In FIG. 5A, a page for displaying all the leads (i.e., potential customers) is shown. This page displays a list of potential customers, with options such as, but not limited to, search, filter with advance search options along with buttons such as, but not limited to, “Add Lead”. On this
15 page, there may be an option to export a data in a desired file format, such as *.xls,
etc., as well as to import a data from a file in a desired file format. Further, in Fig. 5B, a page for adding a detail of a new lead is shown. This page displays a form for adding a lead. The form may have all necessary parameters to capture the lead. Further, in FIG. 5C, a page displaying advance search options is shown. This page
20 displays advance search options related to one or more potential customers (i.e.,
leads). This may be used to query a data related to all leads in a database, to get the exact match of relevant lead. Further, in FIG. 5D, a page with quick filters is shown. This can be used to filter out potential customers by quick options available such as, but not limited to, date, status and product, etc. Further, in FIG. 5E, a page for
25 updating a lead is shown. This can be used to update status of a lead with different
status options such as, but not limited to, closed, accepted, in-progress, cancelled, etc. As shown in FIG. 5F, options for importing, exporting data for one or more leads are shown. We can import and export the leads. For Import a template can be downloaded using which bulk lead data may be imported. Also, export option may
30 be used to bring the lead data in a desired file format, such as, but not limited to,
*.xls, etc. according to the filter applied. Further, in FIG. 5G, a page for displaying
32

lead details is shown. This can further be used to edit a data related to one or more
leads. Further, as shown in FIG. 5H, an order for a lead can be placed clicking
“Place Order” from the option provided. Further, as shown in FIG. 5I, a ‘place order
form’ can be filled to trigger placing an order for the lead for further processing. A
5 person skilled in the art would appreciate that the above description with reference
to Fig. 5A-5I is only exemplary and provided for understanding purposes only, and therefore, does not limit or restrict the present disclosure in any possible manner.
[0069] Referring to FIG. 6 which illustrates an exemplary implementation
10 environment for tracking a status for a potential customer of a product installation
service, in accordance with exemplary implementations of the present disclosure.
In an implementation, the implementation environment [600] comprises a plurality
of components. For example, and by no way limiting the scope of the present
subject matter, the implementation environment [600] comprises an Enterprise
15 Product Catalogue (EPC) [602], a Fulfilment management system (FMS) [604], a
subscription engine [614], a plurality of channels [606], a load balancer [608], a
Customer Relationship Manager (CRM) server [610] comprising a plurality of
micro-services, and a set of database [612]. The set of databases may include a
database 1, database 2, and a database 3. The EPC [602] is a centralised data
20 repository which drives Business Support System (BSS) telecom operations and
some network nodes for e.g., 5G charging system, called Policy Control Function
(PCF) etc.
[0070] At the centre, the CRM server [610] containing different micro services is
25 shown, which cater to different Application Programming Interfaces (APIs). Each
microservice serves a particular context, e.g., Customer Order Processing Micro
service (COP_MS) deals with order-related APIs which performs, for example,
submit order, query order, and modify order actions. Customer Information Service
(CIS) instances deal with customer-related APIs which performs create, modify or
30 deactivate customer. Lead-to-Order (L2O) instances deal with APIs that manage
the lifecycle of leads and prospects. Operations and Maintenance (OAM) instance
33

deals with the maintenance and operation of all the microservice instances and communicates with outer products related to alarms, Key Performance Indicators (KPIs) or other management, and health check-up information.
5 [0071] The channels [606] are configured to provide input data to the CRM server
[610] through a load balancer [608]. In an embodiment, some exemplary channels [606] are shown such as, a Channel 1 [606A], a Channel 2 [606B], a Channel 3 [606C] and a CRM user interface (UI) [606D]. The channels [606] which are tightly coupled to the CRM e.g. CRM User Interface (UI) [606D] communicate directly
10 via the load balancer [608] while other systems which belong to different products
communicate to the CRM server [610] using the FMS [604]. FMS is a middleware which links two different products and performs language translations or workflow management. For example, if one product understands Simple Object Access Protocol (SOAP) protocol while the other one understands RESTful services, the
15 FMS [604] translate the messages between these 2 nodes and ensure seamless
communication. The CRM server [610] is also connected with the FMS [604], SMP (Service Management Platform) [616], and Data Information Framework (DIF) [618] via https. The DIF [618] is a copy of the CRM [610], EPC, and Geographical Information System (GIS) which caches the business data and provides API for fast
20 access. The SMP [616] deals with the installation processes at customer premises,
handling repair mechanism and technician visit to network sites.
[0072] In an implementation, an admin user operates the CRM UI [606D] to trigger the CRUD (Create/ Read/ Update/ Delete) operation on the CRM server [610] via
25 the load balancer [608] or FMS. According to the present disclosure, the CRM
server [610] stores all order journey configurations cached during the start-up of micro services. Whenever any change, such as ‘update’, ‘delete’, ‘create’ etc., in order journey configuration is received from the CRM UI [606D], the CRM server [610] processes the same and modifies the stored data in cache. The workflow
30 engine picks the updated configuration item whenever subsequent order submission
34

request comes at the CRM server [610]. Based on the configuration list, the next milestone is triggered.
[0073] The present disclosure further discloses a non-transitory computer readable
5 storage medium storing instructions for tracking a status for a potential customer of
a product installation service, the instructions include executable code which, when executed by one or more units of a customer engagement system [200], causes: a transceiver unit [202] of the customer engagement system [200] to receive, at a user interface (UI) [204], a data for the potential customer. Further, the instructions
10 include executable code, which when executed causes a scheduler unit [208] of the
customer engagement system [200] to schedule an appointment, at the UI [204] of the customer engagement system, to visit the potential customer for the product installation service. The executable code, when further executed by the one or more units of the customer engagement system [200] causes the transceiver unit [202]
15 further to receive, an appointment confirmation status, at the UI [204] of the
customer engagement system, wherein the appointment confirmation status is one of a positive confirmation status and a negative confirmation status. The executable code, when further executed by the one or more units of the customer engagement system [200] causes a processing unit [206] of the customer engagement system
20 [200] to update, at the UI [204] of the customer engagement system [200], a status
for a product installation service for the potential customer based on the positive confirmation status. Also, the executable code, when further executed by the one or more units of the customer engagement system [200] causes the scheduler unit [208] to schedule a technician visit at the UI of the customer engagement system,
25 for the potential customer based on the status of the product installation service.
Furthermore, the executable code, when further executed by the one or more units of the customer engagement system [200] causes the processing unit [206] to update the data based on the technician visit.
30 [0074] The present disclosure further discloses a User Equipment (UE) comprising
at least a UE display for tracking a status for a potential customer of a product
35

installation service. The status is tracked by communicating with a customer
engagement system [200]. The customer engagement system [200] comprises a
transceiver unit [202] configured to receive, at a user interface (UI) [204] of the
customer engagement system [200], a data for the potential customer. The customer
5 engagement system [200] further comprises a scheduler unit [208] connected at
least to the transceiver unit [202]. The scheduler unit [208] is configured to schedule an appointment, at the UI [204], to visit the potential customer for the product installation service. Further, the transceiver unit [202] is configured to receive, an appointment confirmation status, at the UI [204], wherein the appointment
10 confirmation status is one of a positive confirmation status and a negative
confirmation status. The customer engagement system [200] further comprises a processing unit [206] connected at least to the transceiver unit [202]. The processing unit [206] is configured to update, at the UI [204], a status for a product installation service for the potential customer based on the positive confirmation status. Further,
15 the scheduler unit [208] is configured to schedule a technician visit at the UI [204],
for the potential customer based on the status of the product installation service. Further, the processing unit [206] is configured to update the data based on the technician visit.
20 [0075] As is evident from the above, the present disclosure provides a technically
advanced solution for tracking a status for a potential customer of a product installation service. The present solution enables one to track status for a potential customer of a product installation service. Further, the present solution provides a central CRM system which captures generated lead information in a single place to
25 convert this in sustainable customer, for product growth. Also, the tracking data of
the leads stored in the storage unit may be further used for analysis and conversion. A need to manually update the lead order status is eliminated by the features of the present disclosure.
30 [0076] While considerable emphasis has been placed herein on the disclosed
implementations, it will be appreciated that many implementations can be made and
36

that many changes can be made to the implementations without departing from the principles of the present disclosure. These and other changes in the implementations of the present disclosure will be apparent to those skilled in the art, whereby it is to be understood that the foregoing descriptive matter to be implemented is illustrative and non-limiting.

We Claim:
1. A method [300] for tracking a status for a potential customer of a product
installation service, the method comprising:
- receiving, by a transceiver unit [202] of a customer engagement system [200] at a user interface (UI) [204] of the customer engagement system [200], a data for the potential customer;
- scheduling, by a scheduler unit [208] of the customer engagement system [200] at the UI [204], an appointment to visit the potential customer for the product installation service;
- receiving, by the transceiver unit [202] at the UI [204], an appointment confirmation status, wherein the appointment confirmation status is one of a positive confirmation status and a negative confirmation status;
- updating, by a processing unit [206] of the customer engagement system [200] at the UI [204], a status for the product installation service for the potential customer based on the positive confirmation status;
- scheduling, by the scheduler unit [208] at the UI [204], a technician visit for the potential customer based on the status of the product installation service; and
- updating, by the processing unit [206], at the UI [204], the data based on the technician visit.

2. The method [300] as claimed in claim 1, wherein the data for the potential customer comprises at least a name, an email ID, a date of birth, a phone number, a product of interest, a quantity, a priority, a status and an address.
3. The method [300] as claimed in claim 1, wherein the appointment with the potential customer is scheduled at the UI [204], based on one or more appointment slots stored in the customer engagement system [200].

4. The method [300] as claimed in claim 1, wherein the appointment confirmation status is received based on a response for a first communication made to the potential customer.
5. The method [300] as claimed in claim 1, wherein the status for the product installation service is updated by the processing unit [206], at the UI [204], based on one of a denied response and an accepted response received from a second communication made to the potential customer to check for the product installation service.
6. The method [300] as claimed in claim 3, wherein the scheduling of the technician visit, comprises selecting a technician name at the UI [204].
7. The method [300] as claimed in claim 5, wherein the technician visit is scheduled, by the scheduler unit [208], at the UI [204], based on the accepted response received from the second communication made to the potential customer to check for the product installation service.
8. The method [300] as claimed in claim 1, wherein prior to scheduling the technician visit for the potential customer, an order for the product installation service is placed.
9. The method [300] as claimed in claim 4, wherein a follow up communication
is made to the potential customer, based on the negative confirmation status
received from the first communication made to the potential customer.
10. The method [300] as claimed in claim 2, wherein updating the data comprises
updating the status associated with the potential customer, by the processing
unit, at the UI [204].

11. The method [300] as claimed in claim 5, wherein the data is updated by the processing unit, at the UI [204], based on the denied response received from a second communication made to the potential customer for the product installation service.
12. A customer engagement system [200] for tracking a status for a potential customer of a product installation service, the customer engagement system [200] comprising:

- a transceiver unit [202] configured to receive, at a user interface (UI) [204] of the customer engagement system [200], a data for the potential customer;
- a scheduler unit [208] connected at least to the transceiver unit [202], the scheduler unit [208] configured to schedule an appointment, at the UI [204], to visit the potential customer for the product installation service; wherein, the transceiver unit [202] is further configured to receive, an appointment confirmation status, at the UI [204], wherein the appointment confirmation status is one of a positive confirmation status and a negative confirmation status; and
- a processing unit [206] connected at least to the transceiver unit [202], the processing unit [206] configured to update, at the UI [204], a status for a product installation service for the potential customer based on the positive confirmation status;
wherein, the scheduler unit [208] is further configured to schedule a technician visit at the UI [204], for the potential customer based on the status of the product installation service; and
wherein the processing unit [206] is further configured to update the data based on the technician visit.
13. The customer engagement system [200] as claimed in claim 12, wherein the
data for the potential customer comprises at least a name, an email ID, a date
of birth, a phone number, a product of interest, a quantity, a priority, a status
and an address.

14. The customer engagement system [200] as claimed in claim 12, wherein the appointment with the potential customer is scheduled at the UI [204], based on one or more appointment slots stored in the customer engagement system [200].
15. The customer engagement system [200] as claimed in claim 12, wherein the appointment confirmation status is received based on a response for a first communication made to the potential customer.
16. The customer engagement system [200] as claimed in claim 12, wherein the status for the product installation service is updated based on one of a denied response and an accepted response received from a second communication made to the potential customer to check for the product installation service.
17. The customer engagement system [200] as claimed in claim 14, wherein the scheduling of the technician visit, comprises selecting a technician name at the UI [204].
18. The customer engagement system [200] as claimed in claim 16, wherein the technician visit is scheduled, by the scheduler unit [208], at the UI [204], based on the accepted response received from the second communication made to the potential customer to check for the product installation service.
19. The customer engagement system [200] as claimed in claim 12, wherein prior to scheduling the technician visit for the potential customer an order for the product installation service is placed.
20. The customer engagement system [200] as claimed in claim 15, wherein a
follow up communication is made to the potential customer, based on the
negative confirmation status from the first communication made to the
potential customer.

21. The customer engagement system [200] as claimed in claim 13, wherein updating the data comprises updating the status associated with the potential customer, by the processing unit [206], at the UI [204].
22. The customer engagement system [200] as claimed in claim 16, wherein the data is updated based on the denied response received from a second communication made to the potential customer for the product installation service.
23. A User Equipment (UE) comprising:
- at least a UE display for tracking a status for a potential customer of a product installation service, wherein the status is tracked by communicating with a customer engagement system [200], the customer engagement system [200] comprising:
o a transceiver unit [202] configured to receive, at a user interface (UI) [204] of the customer engagement system [200], a data for the potential customer; o a scheduler unit [208] connected at least to the transceiver unit [202], the scheduler unit [208] configured to schedule an appointment, at the UI [204], to visit the potential customer for the product installation service;
wherein, the transceiver unit [202] is further configured to receive, an appointment confirmation status, at the UI [204], wherein the appointment confirmation status is one of a positive confirmation status and a negative confirmation status; and o a processing unit [206] connected at least to the transceiver unit [202], the processing unit [206] configured to update, at the UI [204], a status for a product installation service for the potential customer based on the positive confirmation status;

wherein, the scheduler unit [208] is further configured to schedule a technician visit at the UI [204], for the potential customer based on the status of the product installation service;
wherein, the processing unit [206] is further configured to update the data based on the technician visit;
wherein the transceiver unit [202] is further configured to send the updated data to the UE for tracking, by the UE, the status for the potential customer.