Identify Operational Inefficiencies in your Organization
By Kelly Wilson - Oct 31, 2018
Identifying your organization’s operational inefficiencies is a key step when choosing software implementations during a digital transformation. By correctly diagnosing any issues, you will be able to develop a clear picture of the technology implementation process you need.
In appointment-driven businesses, it is a common issue for organizations to experience both back-end and front-end inefficiencies that affect overall processes. Issues with back-end processes can include lack of communication between the appointment scheduling channel and the customer-facing advisor, while front-end inefficiencies can include lengthy call handle times for customers attempting to make an appointment with your organization.
Identifying Your Operational Inefficiencies
When looking for processes within your organization that could be improved, start by assessing the current state of your customer journey. Customer expectations are on the rise as digital transformation has swept across most industries. According to Salesforce, 76% of customers now report that it’s easier than ever to take their business elsewhere. With the threat of increased churn, it is crucial that your organization stays on top of its customer-facing processes to increase brand loyalty.
A common issue that many appointment driven businesses have experienced are inefficient customer facing-channels. In order to bring in revenue, you rely on customers to reach out and schedule appointments with you. But, friction points in your appointment booking process could be turning away potential customers.
Customers have come to expect it to be easy to get in touch with their service providers, and booking an appointment is no exception. With integrated appointment scheduling, customers will no longer experience long hold times or inefficient call handling while trying to book an appointment. Even more importantly, you have the opportunity to provide customers with a 24/7 online appointment booking portal — capturing more business with less staffing requirements.
Additionally, it is wise to assess your organization’s back-end processes that directly impact the customer experience. In large businesses, keeping track of all of the information customer-facing staff need in order to schedule appointments can get chaotic. With that in mind, it’s vital to keep track of staff availability, updated qualifications and other important information on a single platform if your organization is to run as smoothly as possible.
With enterprise scheduling, you can host advisor data on a platform that is organization-wide and updates in real-time. Implementing an appointment scheduling solution will add much-needed order to your booking process, enhancing your staff and customer experience.
Targeting Operational Inefficiencies With Coconut Software’s Appointment Management Solutions
When looking at solutions to help solve the issues within your organization, do not limit yourself to one solution for each individual issue. A single solution such as integrated appointment scheduling can help address and enhance multiple inefficiencies that are preventing your organization from functioning at its highest potential. Schedule a consultation to learn more about how integrated appointment scheduling can help solve the issues affecting your organization!
What Next?
Learn more about how an effective appointment management solution can solve your operational inefficiencies. Download Coconut Software’s Appointment Management Data Sheet.
Looking to boost revenue and deliver a premium experience to your clients? Schedule a consultation with Coconut Software to learn more about how our appointment scheduling solutions can get you there.
