The importance of customer journey mapping before implementing your new technology solution

By Kelly Wilson - Jan 4, 2019

Implementing new technology is a huge undertaking, and when the solution is customer-facing, you want the rollout to be as seamless as possible.  One of the ways you can ensure your front-end technology performs from the get-go is to map out the customer journey with your new solution at the beginning of the implementation process.  In this blog, we highlight the top 3 reasons why it’s crucial to practice customer journey mapping at the start of your solution’s implementation.

 

Why Customer Journey Mapping is Critical

Failing to understand and map out how a new solution will fit into existing customer journey risks making the experience worse for customers, rather than better.  With new technology, there is an increased risk of a low adoption rate from customers. By implementing the solution without mapping out the customer journey, your new tool could create friction instead of solving existing challenges. If this is the case, you will end up paying for a solution no one wants to use, and, ultimately, does not help improve your operations.

If the process is too clunky or long, you could lose new customers before they even book an appointment with your organization.  Additionally, current customers could get annoyed with a poorly implemented tool which could negatively impact retention.

Back-end processes could get even more confusing for employees and it could lead to inefficiencies, if not properly integrated into the existing systems and processes that power the customer journey.  Different organizations have different use cases and just because the technology was successfully implemented a certain way in one organization, does not mean it will work for you and your customers. Mapping out the customer journey prior to rolling out your new solution allows you to ensure it is functioning in the most beneficial way for your organization’s unique use case.

 

The Benefits of Customer Journey Mapping

As an appointment-driven business, you want to ensure the appointment scheduling process is seamless for your customers.  If you have chosen to implement an enterprise appointment scheduling solution, it is in your best interests to practice customer journey mapping before offering the tool to your customers.

 

Ensure the solution addresses the identified problem

By mapping out the customer journey of your new implementation, you will ensure the tool addresses the problem you identified in your operational processes that prompted you to initiate the implementation of this new solution.

For example, with enterprise appointment scheduling, if your customers are demanding 24-hour access to your organization, you want to ensure you are not only implementing the scheduling solution to speed up appointment booking processes in your contact center, but you are also providing an online channel customers can use to schedule appointments with your organization whenever and wherever works for them.

 

Ensure the solution provides a seamless customer-journey

When implementing a customer-facing solution, you want to ensure it provides a seamless experience for your customers. For example, enterprise appointment scheduling is a customer-facing solution that helps drive revenue to your organization. It is in your best interest to map out the customer journey of your scheduling solution to ensure it meets the needs of your customers and provides a premium experience.

 

Improve the quality of your appointments

Ultimately, when implementing integrated appointment scheduling, you want to ensure the solution enables you to improve the appointment experience for your customers.  By mapping out the journey of your new scheduling solution, you can ensure you are rolling it out in a way that gives your customer-facing advisors the information they need to provide the best appointment experience to your customers.

With enterprise appointment scheduling, you are able to capture additional information during the scheduling process so you can ensure your customers are getting the most out of their scheduled appointment. And your customers will get confirmation and reminder notifications so they’ll show up to the right location at the correct time, increasing your appointment completion rate while decreasing no-shows.

 

How Coconut Helps Map Out Your Unique Customer Journey

At Coconut, our onboarding team is dedicated to providing our customers with a personalized implementation process to ensure you receive the most out of your scheduling solution.

During the implementation process, our onboarding staff will discuss current challenges and overall goals with the stakeholders involved in the roll-out of your new solution to understand and help create your unique workflow.
With the information about your unique use case and challenges you are hoping to address, we will help you map the customer journey for your new solution.  And, moving forward, our customer success team is available to help you manage and alter your workflow once you go live.

By mapping out the customer journey of your new solution, you will give yourself peace of mind knowing you chose the best solution for your organization and that it is delivering business results against your KPIs.
For more information about the benefits of mapping out the customer journey prior to the roll-out of a new scheduling solution, schedule a consultation today!