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Ideas, tips and techniques for new generation selling and customer support.
Category Archives: online scheduling
2009
New podcast series from TimeTrade: “Reinventing Healthcare with Technology”
TimeTrade Appointment Systems spends a lot of time serving healthcare: as our healthcare solutions page [left] says, online appointment scheduling brings customer service to healthcare and improves efficiency.
In so doing, it advances the cause of patient-centered care, as promoted by thought leaders such as Planetree: “the importance of delivering healthcare in a manner that works best for patients … [healthcare] providers partner with patients and their family members to identify and satisfy the full range of patient needs and preferences.”
To make this point, TimeTrade is about to launch a short series of podcasts titled Reinventing Healthcare with Technology produced by social media guru Paul Gillin. It’s an educational series, mostly not about our customers. Rather, it’s designed to open minds about the real opportunities for this enormous industry to improve customer service using technology that’s common in all other industries.
And when we say customer service, we mean patient service. My 2007 near-death cancer experience left me intimately familiar with what that means, and I’ve become an avid healthcare blogger as e-Patient Dave, so this has personal relevance to me – as it will to all of us, sooner or later.
This series has three parts:
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2009
Help Manage Busy Lives – Offer Online Appointments
What if service providers – hair salons, doctors’ offices, auto mechanics, etc. – became part of the solution to organizing a busy day?
Filed under: appointment scheduling software, customer service, online scheduling
Tagged: appointment scheduling, appointment scheduling software, customer care, customer experience, customer retention, customer satisfaction, customer service, improve customer service, improving customer care, self service
2009
Customer Service and Efficiency in Air Travel
It may not be obvious to this year’s holiday travelers, but the air travel industry is changing: it is recognizing it needs to improve customer service and operational efficiencies.
An estimated 2 million people flew in the U.S. on the day before Thanksgiving. On this, the busiest travel day of the year, people are reminded of all the hassles, challenges and inefficiency of air travel.
One significant trend in the air travel industry is the adoption of appointment scheduling for internal and regulatory processes. Both the FAA and Toronto rely on appointment scheduling software.
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Filed under: appointment scheduling software, customer service, online scheduling
Tagged: appointment scheduler improve customer service, appointment scheduling, appointment scheduling software, customer experience, customer satisfaction, customer service, efficiency, improve customer service, online scheduling
2009
PG&E’s Method for Improving Customer Care: Online Scheduling of Appointments
It’s not often that a utility company “gets it” when it comes to customer care. However, back in 2005 Pacific Gas and Electric (PG&E) launched a host of customer service improvements, one being the adoption of online appointment scheduling.
Fast forward to 2007: PG&E shares the top spot for customer satisfaction among gas utility companies in the western United States. The ranking involves six factors, four of which (company image, communications, customer service, field service) can be impacted by online appointment scheduling. Tom King, CEO and President, said in response to the ranking, “We know that it’s ultimately how we take care of our customers that determines our success.”
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2009
Personal Appointment Software May Just Save Your Job
In the face of close to 10% U.S. unemployment, employees may be wondering what they can do to increase their value. Online appointment software may just be the answer. It is a tool to manage two resources that often are poorly handled: time and relationships. With more companies watching what employees do, it may be time to seriously consider a change in how you go about your job.
Setting appointments with online appointment software allows you to be organized with your time and communicates to others (including your boss) that both your time and the time of others is something that you value. Aren’t supervisors looking for employees who are focused, organized, efficient, and place a value on the company’s best interest?
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2009
Going High-Tech Improves Customer Care: Don’t Be Left Behind
For businesses faced with mandatory cost reduction, the challenge is looking for ways to realize savings without compromising customer satisfaction.
Take a look at “Customer Service Champs”. This Business Week ranking of winning companies highlights companies working smarter in tough times. They’ve been successful in finding innovative ways to reduce costs while having minimal impact on customer service.
How are they doing it? Business Week devoted an entire issue to this topic, “Extreme Customer Service,” earlier this year.
- Maintain Customer Satisfaction. Balance employee cutbacks with the convenience of instant or self-service options for customers.
- Keep the Front Lines Strong. Forrester Research (FORR) reports about half of 90 large companies it surveyed are trying to avoid cuts to their customer service budgets.
- Push for Innovative Ideas. Forrester also recommends creative ideas that serve the customer. For example, try “proactive chat” software that engages buyers online. Another idea – Web communities where customers can help each other solve customer problems.
By implementing advanced customer service technology solutions now, businesses can position themselves ahead of the curve and do better than merely survive the recession.
Pamela Taylor & Lisa Letchworth
TimeTrade Blogging Team
Image credit: InMagine BCN54188
2009
How Online Software Saves Big Money
The challenge: Identifying the proper tools to reduce costs without sacrificing critical customer care.
One company reporting success in this effort is Bosley, the Beverly Hills-based men’s hair restoration subsidiary of the $850 million Aderans Holding Co.. A Computerworld article reports that Bosley’s IT Director, Mark Davenport says the company’s previous Siebel system had “gaping holes” that created double bookings, angering customers and forcing the company to revert to a semi-manual process. When Bosley adopted the SaaS tool, TimeTrade, Bosley’s consultants and medical personnel could input their available times at all 19 surgical offices. Customers were able to view available slots and set appointments convenient to their schedules — and no overlap occurred. Bosley chose a logical cost reduction tool — something effective, inexpensive, and simple.
Other ways online software saves money:
• Increases operational efficiencies
• Slims down staff overhead
• Reduces staff training expenses
• Offers quick implementation & fast application
• Frees you up from capital spent on computer & office equipment
Before you consider cutting back on necessary enterprise building tools like advertising and good customer service, consider eliminating items that are not required for you to stay in business. The idea is to cut any unnecessary expenses, not sacrifice efficiency or professionalism. Using a proven SaaS tool can help.
Pamela Taylor & Lisa Letchworth
TimeTrade Blogging Team
Image Credit: InMagine EV204040
2009
Low Tolerance for Error When it Comes To Customer Retention
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Nineteenth century British Prime Minister, Benjamin Disraeli once said, “Never complain, never explain.” The sentiment may be hundreds of years old, but I witnessed a customer exercising that bit of wisdom just today. I was sitting at a tire store, waiting with another customer to have winter tires put on my car. The wait was ridiculous, and the other customer and I said as much to each other. There was no communication from the company, no explanation as to why something they told us would take 20 minutes was now spilling into hour two. After flipping through an outdated magazine for the third time, I watched as my silent companion walked to the desk, calmly asked for her keys, and left.
2009
Five Ways Health Care Wastes Time and Money
I can think of few more maddening ways to spend my time than waiting for medical attention. I, for one, have switched doctors due to inept appointment scheduling in the past, and the scrutiny the health care system has taken of late in the media further illustrates the problem – we are wasting time and money in doctor’s offices and emergency rooms.
According to CNNMoney.com, more than $1.2 trillion spent on health care each year is wasted. Let’s take a look at some causes and present some possible solutions. Continue reading after video >>
2009
Five Ways to Improve Wait-Related Customer Satisfaction
As providers of exceptional products and/or services, we’d all like to think that our customers will willingly and happily wait in long lines just for the honor of patronizing our businesses. You and I both know that’s not the reality. Customers are busy and have many options, and nothing kills their interest faster than needless waiting. Continue reading below video >>
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