What is appointment management?
Online appointment management, or what has traditionally been called a web appointment, is a system with which the entire process to request an appointment with a company or person is carried out over the Internet. This multi-office system allows managing large volumes of clients, with very different casuistry, dividing them according to profile, language, type of procedures to be carried out or locations. There is also the possibility of managing the appointment based on the issuance of shift tickets, or by using a prior appointment with identification and arrival confirmation (or even combining both).
Online appointment management is one of the most demanded innovations proposed by Orchestra. This control of appointments ensures that they are part of the customer service process and that the appointment process is optimized. This way, no time will be wasted and the user experience will run smoothly.
How does appointment management work?
Orchestra 7 contains a set of integrated modules such as: appointment management, dynamic marketing, mobile applications on duty, customer comments (feedback or surveys), queue management and business intelligence.
Clients can interact with the appointment management easily as it has an intuitive, friendly and easy-to-access interface. Integration into your company will also be easy as it supports integration with third-party online appointment systems and calendar solutions.
The most important features of the solution are:
- Organizational calendar and web-based online appointment system.
- Custom user interface.
- Complete integration of the self-registration system (check-in) and waiting queues.
- Easy integration with third-party online appointment systems and calendar solutions (eg Microsoft Exchange Server) via our Calendar and Web Services Connector.
How does it benefit users?
Users (customers in stores, citizens in public administrations and patients in hospitals) will be able to book the appointment online that will integrate perfectly with the calendar or management system of your company. This will achieve a better and more efficient flow. The pre-appointment environment, with a calendar and reservations, facilitates the control of the appointment process, ensuring that they are part of the care process and properly managing staff resources and time. In addition to benefiting your customers, allowing easier and easier access to the customer journey, they will benefit your company.
Why is it important to my organization?
The benefits that your company will obtain with the appointment management will lie in the optimization of resources and improvement of the reputation or image of the company, since it will provide you with:
- Better service and customer experience.
- Saving customer and staff time.
- More efficiency and less expense with better use of staff.
- Reduction in the number of people who do not show up.
- Customer convenience with 24/7 access to the dating service.
How can Qmatic help me?
Excessive waiting time when going to make an appointment or even to be attended, has a negative impact on your company. One of Qmatic’s clients of a consumer electronics chain in the Nordic countries recognized that waiting time in stores negatively affects the customer experience, and therefore sales, as many customers leave annoyed without buying and then they don’t come back. To solve this, this client required a platform to maintain the profit margin when managing excess people at times of peak demand. From Qmatic, their needs were analyzed and virtual mobile solutions were offered that allowed the consumer electronics chain to improve its internal programming (planning). On the other hand, the flow of customers and waiting time statistics offered by the Qmatic Orchestra system offered them excellent support material for making optimal staffing decisions in the store.
