• Abstract and Figures
• Public Full-text

Seven companies that transformed how they schedule and manage appointments using Microsoft Bookings What you’ll learn Companies profiled Scheduling clients and managing These stories suggest ways a Société de l’assurance Umpqua Bank: Bank achieved their appointments efficiently wide range of organizations use 03 automobile du Quebec (SAAQ): 12 business continuity while not only saves businesses time Microsoft Bookings, and the resulting Government agency responsible transitioning to appointment- for enforcing the Automobile only services and money, but it also leads to benefits. Consider what your Insurance Act and Highway improved customer satisfaction. company may gain from deploying Safety Code needed an Three healthcare-related this powerful and customer-friendly appointment scheduling app scenarios: Conducting and This e-book looks at seven for 115 service centers scheduling solution. 15 managing virtual healthcare companies in different industries visits, distributing 48,000 2 Zurich Insurance: Global and regions that use Microsoft 365, insurance company discovered face masks, and reducing the number of missed had significant external or internal 06 efficient way for customers to schedule online appointments appointments scheduling needs, and decided to implement Microsoft Bookings. All Florida Virtual School: Online found the scheduling solution to be school needed state-of-the- 09 art technology for interactions easy to deploy, customizable between teachers, students, to their needs, and straightforward parents, and staff for both employees and customers to understand. Customer feedback was positive in every case. Government Who: Société de l’assurance automobile What makes the company tick du Québec “Our mission is to protect individuals against the risks agency needed Type of business: Quebec government corporation responsible for licensing inherent in use of the road and to help enforce several appointment drivers and vehicles and providing public auto insurance laws and regulations.” scheduling apps for Stats: 115 locations What it needed Due to COVID-19, the agency 1 115 service centers needed a way for residents to schedule appointments so they are served right away and safely. 3 Stories: “The [scheduling app] that was easiest to set up was Bookings, Société de l’assurance which was already included in our Microsoft 365 license. We had automobile du Quebec (SAAQ) already evaluated it and knew the solution met our requirements Zurich Insurance of security and level of service.” Florida Virtual School —Mario Blouin, Technology Enterprise Architect, Société de l’assurance automobile Umpqua Bank du Québec (SAAQ) Three healthcare-related scenarios Business need “We had already evaluated it and knew the “Users really like that they can make an solution met our requirements of security appointment and don’t have to wait when Quebec governmental corporation Société and level of service.” they come into the service center. They de l’assurance automobile du Québec receive the services as soon as they arrive,” (SAAQ), which provides driver’s license and The rollout says Fortin. Previously, users came in, took vehicle registration services, shut down its a number, and waited for their number to “In the beginning, we started with just two service centers when the province’s residents come up on a big board. service centers while we learned how to were confined to their homes due to the use Bookings. Then we implemented the situation resulting from COVID-19. When solution at the other service centers. It was SAAQ planned to reopen, the corporation very easy to implement and use,” says Fortin. 4 needed to significantly reduce the number SAAQ’s 44 service centers were all online of people standing in line or waiting inside with Bookings within two weeks, and the because of physical distancing guidelines 71 licensing agencies that also offer SAAQ issued by public health authorities. services were online three weeks later. “We needed a solution for scheduling A Quebec citizen or business can now go appointments so we could deliver our to their nearest center’s website where services without people waiting in line,” they see the Bookings self-scheduling page says Richard Fortin, Director of Customer In its first full month, Quebec embedded within the main SAAQ site, Relationships. Each of the 115 centers citizens scheduled more than choose the service they need, and select a providing SAAQ services needed its own date and time to schedule their appointment. appointment scheduling app. 100,000 The rollout was a big hit, both with users “The one that was easiest to set up was (citizens) and the SAAQ call center, which Bookings, which was already included in our appointments uses the same Bookings calendar to schedule Microsoft 365 license,” says Mario Blouin, appointments for citizens who call in. using Bookings Technology Enterprise Architect at SAAQ. Impact and social distancing guidelines related to COVID-19, they plan to continue using In its first full month, Quebec citizens the solution due to positive feedback and scheduled more than 100,000 appointments improved efficiencies. The SAAQ team has using Bookings. Once someone makes already recommended Bookings to another an appointment, they receive an email city agency, which also needed a scheduling confirmation and SAAQ officials like that they app for citizens to book appointments. can customize that confirmation. “When they “The success story of this implementation passed a law in Quebec that you need to is being able to build out a solution and wear a mask in public places, we were able implement a new solution in only a few to write, in the confirmation email, ‘Don’t days without it costing a lot of money,” forget your mask,’” says Fortin. The user can says Blouin. also reschedule or cancel the appointment 5 online, which reduces calls into the call center and no-shows. Both users and employees are very satisfied with Bookings. While SAAQ initially implemented Bookings to handle capacity Takeaways Technology allows businesses to rethink work processes and become efficient in ways that save a significant amount of time and effort. Does your organization have scheduling procedures that could be made more efficient? Global insurance Who: Zurich Insurance What makes the company tick Type of business: Insurance company “Putting ‘you’ at the center of all we do.” company that provides property, casualty, and life insurance products and services discovered efficient to individuals, small businesses, mid-sized and large companies, way for customers and multinational corporations Stats: Serves more than 215 countries What it needed 2 to schedule online and territories An easy way for customers appointments to book appointments online 6 “Bookings doesn’t require a lot of people or other resources to Stories: set up, and the benefits are big. That, to me, is the description Société de l’assurance automobile du Quebec (SAAQ) of a perfect application.” —Raid El Badarin-Deriy, Digital Workplace Zurich Insurance Technical Lead, Zurich Insurance, Germany Florida Virtual School Umpqua Bank Three healthcare-related scenarios Business need calls per day,” explains El Badarin-Deriy. “Our Because Bookings is entirely online, customers and agents can save a lot of time customers can access the scheduling tool Zurich, one of the 10 leading insurers in by using a booking app. ” from any device via a web browser, making Germany, is part of the Zurich Insurance it simple to use. “A customer just clicks on The company decided to try Microsoft Group, which offers insurance products the URL, chooses the service they want and Bookings. “It was very surprising that this and services in 215 countries and territories the appointment time, adds their name great app is included in Microsoft 365 at no worldwide. With its strong customer and email address, and that’s it. They can extra cost,” he says. “And the most important focus, Zurich in Germany needed a way complete an appointment in less than 20 thing from an insurance company’s for customers to easily schedule online seconds. If it’s an online consultation, they perspective is security.” It liked that it appointments with their local sales automatically get an invite for a Teams was integrated with and a part of 7 organization. Whether a new or existing meeting or else they get a meeting reminder Microsoft 365, which has enhanced customer preferred an online consultation to see a person at an agency.” security capabilities it was already familiar or in-person meeting, the goal was to make with. Leadership also liked that it worked, In the first week of the pilot period, many scheduling it fast and easy. right out of the box, with the company’s customers scheduled online appointments. Prior to implementing Bookings, the existing Microsoft applications. The number of bookings quickly increased company had been using a third-party in subsequent weeks as more locations scheduling app which was costly and did The rollout rolled out the new scheduling tool. Feedback not integrate with Microsoft 365 or Outlook, from both existing and new customers was A customer El Badarin-Deriy says the staff didn’t says Raid El Badarin-Deriy, Digital Workplace positive, meaning Bookings is contributing receive—or need—any training on setting can schedule Technical Lead at Zurich Insurance, Germany. positively to both the loyalty of existing up Bookings. When employees explored the customers and the building of strong an appointment Zurich is also interested in trying out an solution, it only took “a few minutes to see relationships with new ones. online booking app at its Customer Service exactly how it works” and they were ready to in less than Centers. “In Germany, our Customer Service get started. Centers receive more than 2,000 phone 20 seconds. Impact The company will also start using the Bookings app in Microsoft Teams internally Soon, Zurich Insurance will roll out Microsoft in the near future. “It is the right decision Bookings across all of its sites in Germany.

Load more

  18

Copy Link