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For any service-oriented business, scheduling is
the most critical business process, since it governs the
entire daily workplan and workload of staff or service providers.
This process has remained unchanged for centuries. The business takes an appointment request from the customer, and appointment details are noted in a physical appointment book.
With the emergence of the following trends . . .
- High adoption in online services (e.g. internet banking, internet stock trading)
- High penetration of broadband internet access
- The business website becoming an essential tool
- Growth in electronic communication
. . . Internet Scheduling has become a viable alternative to the traditional diary or appointment book, moving business away from manual and paper-based processes.
In addition to fulfilling the traditional role of appointment documentation, Internet Scheduling has made the following possible:
- 24 x 7 Access:
- by both service providers & service recipients
- Anywhere Access:
- regardless of geographic location
- Capturing Online Business:
- Internet Scheduling is the service business equivalent of the online retail 'shopping cart'
- Intelligent Scheduling:
- rules-based appointment allocation
- Automated Notifications:
- Appointment Confirmations, Reminders, Reschedule/Cancellation Notifications
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Service-Oriented businesses (e.g. Health, Automotive, Financial Service, IT Services) can benefit from Internet Scheduling in the following ways:
- Reduce opportunity costs:
- automated reminders help reduce no-shows
- Provide better customer service:
- 24/7 access = convenience for busy customers
- Create more time to build business:
- self-service & automated messaging creates more time for your staff
- Increase revenue:
- real-time scheduling captures the capturing of impulsive purchases from the internet
Large corporations have invested significant resources in IT infrastructure and applications in the past decade (e.g. CRM, ERP, Knowledge Management, Content Management)
Internet Scheduling solutions can create additional value for an organisation by integrating and working with its existing legacy investments.
- Complimenting Voice Recognition & Call Centre:
- when on hold, customers have the option to make an online appointment
- Enabling Mobile Staff:
- field staff (e.g. Sales / Installations) can receive real-time updates of job allocations
- Complimenting CRM Processes:
- customers/staff due for a periodic review can receive an automatic message with a link to the relevant online calendar to arrange a booking
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