{"id":28098,"date":"2019-11-13T11:39:06","date_gmt":"2019-11-13T16:39:06","guid":{"rendered":"https:\/\/centricconsulting.com\/?p=28098"},"modified":"2021-12-15T00:16:48","modified_gmt":"2021-12-15T05:16:48","slug":"self-scheduling-solution-microsoft-dynamics-empowers-customer-independence","status":"publish","type":"post","link":"https:\/\/centricconsulting.com\/blog\/self-scheduling-solution-microsoft-dynamics-empowers-customer-independence\/","title":{"rendered":"Our Self-Scheduling Solution Using Microsoft Dynamics Empowers Customer Independence"},"content":{"rendered":"

Finding success in today\u2019s \u201cconvenience economy,\u201d you must make the customer experience as quick and easy as possible. Empowering customers to book and manage their own appointments is a good start.<\/h2>\n

For years, one of our property management clients\u00a0<\/span>looked<\/span>\u00a0for a self-service appointment scheduling system for their tenant prospects<\/span>.\u00a0<\/span>The client needed <\/span>a solution\u00a0<\/span>that integrate<\/span>d<\/span>\u00a0with a backend property management solution<\/span>\u00a0while managing<\/span>\u00a0agent schedules<\/span>,\u00a0<\/span>travel times\u00a0<\/span>and site properties<\/span>. We felt<\/span>\u00a0this<\/span>\u00a0type of solution could apply to other industry segments as well<\/span> \u2013<\/span>so<\/span>,<\/span>\u00a0we built it\u00a0<\/span>in the Azure Cloud\u00a0<\/span>on Microsoft Dynamics\u00a0<\/span>365 CE. <\/span><\/p>\n

Our self-service scheduling solution leverages D<\/span>365<\/span>\u2019s p<\/span>ortal technology, a proprietary\u00a0<\/span>algorithm\u00a0<\/span>for GIS-based site<\/span>\u00a0<\/span>a<\/span>nd<\/span>\u00a0<\/span>a<\/span>gent scheduling,<\/span>\u00a0<\/span>a<\/span>nd a<\/span>\u00a0built-out integration with O<\/span>ffic<\/span>e\u00a0<\/span>365<\/span>\u00a0for analytics through<\/span>\u00a0Microsoft\u2019s<\/span>\u00a0<\/span>Common Data Service (<\/span>CDS<\/span>)<\/span>.<\/span>\u00a0<\/span><\/p>\n

Why does my company need a self-<\/span>scheduling solution<\/span>?<\/span>\u00a0<\/span><\/h4>\n

Glad you asked<\/span>!<\/span>\u00a0We believe your business\u00a0<\/span>should\u00a0<\/span>use<\/span>\u00a0a self-<\/span>scheduling solution<\/span>\u00a0for a couple of notable reasons: staff produc<\/span>tivity and c<\/span>ustomer loyalty.\u00a0<\/span>\u00a0<\/span><\/p>\n

If you\u00a0<\/span>could<\/span>\u00a0free up resources dedicated to fielding appointment-related phone calls (booking, rescheduling, canceling appointments)<\/span>,<\/span>\u00a0<\/span>your employees\u00a0<\/span>would have more time<\/span>\u00a0to work on\u00a0<\/span>high priority<\/span>\u00a0<\/span>activities that drive\u00a0<\/span>top<\/span>–<\/span>line business performance. By leveraging a self-scheduling\u00a0<\/span>tool,<\/span>\u00a0you can improve process efficiency and optimize staffing through automation. Not only does\u00a0<\/span>a systematic approach to scheduling make a real financial impact, but it also<\/span>\u00a0allows for better tracking and analytics capabilities. <\/span><\/p>\n

Using a self-scheduling tool will enable you to:\u00a0<\/strong><\/p>\n

    \n
  1. K<\/span>now where your demand is and staff accordingly.<\/span><\/li>\n
  2. I<\/span>ntegrate with other key systems to provide seamless information exchange.<\/span><\/li>\n<\/ol>\n

    In addition to i<\/span>mproving\u00a0<\/span>staff productivity and financials, you can drive loyalty by offering\u00a0<\/span>customers\u00a0<\/span>a<\/span>n easy<\/span>–<\/span>to<\/span>–<\/span>use<\/span>\u00a0self-service booking tool. People demand convenience \u2013 they expect their goods and services how they want them, when they want them. In this \u201c<\/span>convenience<\/span>\u00a0<\/span>economy<\/span>,\u201d businesses that simplify the customer experience\u00a0<\/span>create<\/span>\u00a0happier, more loyal customers.\u00a0<\/span>By offering your customers a self-scheduling option, you g<\/span>ive<\/span>\u00a0them 24\/7 access to view available appointment times, then book and manage their own appointments on their own time, not just during standard business hours.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n\n

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    \n \n

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    How does\u00a0<\/span>Centric\u2019s<\/span>\u00a0<\/span>S<\/span>elf-<\/span>S<\/span>ervice\u00a0<\/span>S<\/span>cheduling<\/span>\u00a0Solution<\/span>\u00a0work?<\/span>\u00a0<\/span><\/h4>\n

    Our\u00a0<\/span><\/b>Dynamics-based<\/span><\/b>\u00a0S<\/span><\/b>oftware as a Solution (<\/span><\/b>S<\/span><\/b>aaS<\/span><\/b>)<\/span><\/b>\u00a0<\/span><\/b>innovation<\/span><\/b>\u00a0<\/span><\/b>seamlessly integrates with your company\u2019s website to provide customers a portal from which to schedule appointments.<\/span><\/b>\u00a0<\/span><\/p>\n

    You can c<\/span>apture customer contact information as they enter the portal while leveraging D365 duplicate detection to ensure<\/span>\u00a0each<\/span>\u00a0<\/span>l<\/span>ead is unique. The\u00a0<\/span>highly c<\/span>onfigurable\u00a0<\/span>appointment scheduling form<\/span>\u00a0interfaces with D365 to pull only available days and times from the\u00a0<\/span>Dynamics\u00a0<\/span>Resource Calendar. Because\u00a0<\/span>D<\/span>365\u00a0<\/span>dynamically populate<\/span>s<\/span>\u00a0the date fields<\/span>\u00a0based on the Reso<\/span>u<\/span>rce Calendar, it is impossible\u00a0<\/span>to double-book\u00a0<\/span>a resource.\u00a0<\/span>\u00a0<\/span><\/p>\n

    When<\/span>\u00a0<\/span>a customer submits\u00a0<\/span>the appointment form<\/span>,\u00a0<\/span>D36<\/span>5 creates\u00a0<\/span>a new appointment record and add<\/span>s it<\/span>\u00a0to the Resource Calendar, making the\u00a0<\/span>resource<\/span>\u00a0unavailable for more appointments at that time.\u00a0<\/span>You can easily<\/span>\u00a0configure any number of additional automated activities to occur at this time, such as sending confirmation emails or creating follow-up phone call activity tied to the\u00a0<\/span>l<\/span>ead record.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

    Depending on yo<\/span>ur business, you may\u00a0<\/span>also\u00a0<\/span>need to factor in travel time to and from appointments. Our custom-built\u00a0<\/span>\u201c<\/span>smart scheduling<\/span>\u201d<\/span>\u00a0workflow a<\/span>utomatically schedules<\/span>\u00a0appointments for the correct duration by calculating travel time to and from each appointment.\u00a0<\/span>\u00a0<\/span><\/p>\n

    Because D365 CE<\/span>\u00a0manages th<\/span>is solution<\/span>,\u00a0<\/span>you can configure\u00a0<\/span>these automated activities and workflows with no custom code<\/span>,<\/span>\u00a0<\/span>so\u00a0<\/span>your\u00a0<\/span>resources<\/span>\u00a0increase productivity and stay\u00a0<\/span>up<\/span>\u00a0to\u00a0<\/span>date<\/span>\u00a0on all<\/span>\u00a0customer<\/span> touchpoints.<\/span>\u00a0<\/span>You can also use<\/span>\u00a0dynamic templates and e-sign capabilities to electronically send out applications, contracts and notices with no manual intervention.<\/span>\u00a0<\/span><\/p>\n

    Would this solution work in my industry<\/span>?<\/span>\u00a0<\/span>\u00a0<\/span><\/h4>\n

    Chances are, yes!\u00a0<\/span>The potential community for this type of product is wide and vast.\u00a0<\/span>We believe this\u00a0<\/span><\/b>solution<\/span><\/b>\u00a0can work in any industry in which there is\u00a0<\/span><\/b>an opportunity to create a more \u201cfrictionless\u201d experience for your customers!<\/span><\/b>\u00a0<\/span><\/p>\n