The WiSER way to book appointments:
- Integration with staff’s Google calendars
- An up-to-date view of the whole team’s availability
- No more replicating appointments in multiple diaries
- Everything in perfect sync with no need to leave the FLG platform
- Instant confirmation and convenient access to appointment details.
Challenge
When it comes to scheduling appointments, sometimes paper diaries, whiteboards or managing multiple online calendars just doesn’t cut it – it’s not productive, it risks human error and it’s not joined up with field-based staff. These challenges were all too familiar for WiSER, with the team booking a large volume of appointments for initial consultations, site surveys and installations.
Customer Experience Coordinator Amy Milner, whose role involves booking appointments for sales consultants, explained how she previously recorded them as events in FLG. Although this worked fairly well for them, without a calendar integration the consultants had to manually copy the details in FLG into their own diaries.
Plus, with staff regularly out on the road, there wasn’t an easy way for them to keep the team updated with any changes to their schedule. With the old way of doing things, trying to manually keep FLG events in sync with external calendars was just too clunky. Keen to find a solution that would give them a complete, up-to-date view of the whole team’s schedule, WiSER couldn’t wait to give Appointments a try.
Solution
Launched earlier this year, Appointments became the answer to WiSER’s scheduling problems. With the new feature, appointments can be made directly from a lead summary in FLG on behalf of any platform user in the organisation with a connected calendar.
It checks availability in the user’s external calendar and allows the person setting the appointment to select a time without having to leave the platform. It then puts the appointment in the user’s calendar and keeps the lead summary in FLG fully up-to-date with any changes, so everything stays in perfect sync.
Now when an appointment is set, a confirmation email is sent to both the customer and the assigned FLG user, composed with template variables that automatically populate the appointment details. This saves Amy and the operations team a lot of time, and field-based staff are impressed with how convenient it is for them to quickly access the details they need when visiting a customer.
Armed with tablets, full appointment details in their diaries and a clickable link to the customer’s complete communication history in FLG, they have immediate access to any information they might need as well as the ability to quickly record notes and assign tasks to be followed up and continue with the next steps.
