It’s ironic that many technology companies do not use technology internally at a standard that would be considered effective. Many companies do not effectively share data or do not connect processes to maximize productivity. One area that is readily apparent for improving disconnected processes is in appointment scheduling. Let me know if any of these scenarios sound familiar at your technology company:
Your colleague is interviewing a job candidate and the interview is running long. Your colleague has no way to discreetly notify you that more time is needed. Meanwhile, you walk out to reception to greet the candidate but she isn’t there. You inquire with the receptionist but he has no idea which conference room the interview is taking place. You have another appointment pending so you frantically walk around the office trying to find your colleague and the candidate.
You are in charge of customer training and want to set up a series of training classes. Unfortunately, you need to limit the number of students per class but you have no process in place to achieve that seamlessly.
You have the envious task of managing all the customer meetings at the hotel during the upcoming trade show. Unfortunately, at the very last minute, the hotel needs to move the location due to a scheduling issue and while you have the customers’ emails, you don’t believe that all of the customers will check their emails before they show up at the meeting.
You have successfully set up an orientation day for your brand new hire with key team members. Unfortunately, one colleague needs to move the 10am meeting to 2pm and another person needs to push it until tomorrow. After spending way too long trying to reschedule everything, you are notified by another colleague who wants to change their time.
Your computer is having problems and you submit a ticket to the IT department but you have no insight into where your ticket stands in the queue. Hours go by and you still haven’t heard back, you then try to track down the onsite IT guy without luck. Finally, at the end of the day, the ticket is responded to but the issue hasn’t been resolved.
These are all examples of analog-based scheduling issues that can be helped with the adoption of an enterprise-level online appointment scheduling solution that integrates with your calendar software and your CRM. Automating the notifications during these schedule changes is a great example of a digital transformation implementation. It’s proven that companies that implement successful digital transformations have better customer satisfaction and better financial results.
What is digital transformation?
The best definition of digital transformation that I have read is from author Greg Verdino who focuses on what businesses that undergo digital transformation may expect to achieve. He says, “Digital transformation closes the gap between what digital customers already expect and what analog businesses actually deliver.”
No matter the customer expectations in your industry, there is an imperative to initiate digital transformation efforts immediately. The IDC report “FutureScape: Worldwide CIO Agenda 2016 Predictions” emphasized that, "One-third of the top 20 firms in industry segments will be disrupted by new competitors within five years," and that it's a matter of "transform or perish." Digital Transformation will make them more profitable. According to the MIT Center for Digital Business, “Companies that have embraced digital transformation are 26% more profitable than their average industry competitors and enjoy a 12% higher market valuation.”
BookingBug can quickly help solve these appointment scheduling issues that impact your team productivity and sanity. Perhaps, more importantly, our booking solutions can send a subtle message about your own technology to your customers. If your company has already initiated a digital transformation effort, we ask that you consider implementing a booking solution to complement your efforts.
If you haven’t started your digital transformation effort, then it is time to get started. If you are looking to learn more about digital transformation, please visit the Enterprisers Project, a community discussing the evolving role of the CIO as well as articles from MIT Sloan: The Nine Elements of Digital Transformation and the Altimeter Group: Six Stages of Digital Transformation.
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