Imagine a scenario where your ability to receive appointments is continuously optimized. In this article, I'll explain why and how an advanced appointment scheduling system can help you better plan your staff and increase profitability.
Often when visitors schedule a service appointment, they can choose between a few timeslots. In some cases, the time suggestions might be a couple of weeks - worst-case months ahead. Most often, the reason is that you do not have the right basis for planning resources efficiently.
The lack of the right information and tools ultimately limits your number of visitors while generating friction in the visitor's journey.
How to find the right balance between demand and supply
Staff planning has always been a complex matter for service providers. If you have more staff working than you have visitors, you'll end up with unsustainable costs. On the other hand, if you have more visitors than staff, you'll have long queues and a poor experience for visitors.
Offering visitors to schedule an appointment ahead is a good tool for finding the balance between supply and demand. It gives you a good overview of your expected workload, and you can plan your staff accordingly to ensure a controlled economy.
Yet, enabling appointment is one thing, but if you do not have the right tools, you will face several challenges, such as:
Managing reminders and reschedules
If all visitors show up at the agreed time, there are no issues. But as soon as one visitor does not show up, your staff needs to follow up, reschedule the time and send reminders so that the delay doesn’t re-occur. Managing reminders and reschedules is manageable when there are a few cases. But as soon as you have a large number of no-shows, the administration work becomes overwhelming.
Individual control among staff
Historically, most booking systems haven't been integrated with the staff's individual calendar. The system simply suggests the time slots you enter. But what if your employee has an internal meeting or other conflicts? Not being able to individually control their availability constrains their work environment.
Improving staff planning and increasing the number of visits