Image showing online appointment scheduling software displaying on a tablet with money in a waste bin.

There’s a famous saying that goes, “Half of my dollars are wasted. I just don’t know which half.” Attributed to department store magnate John Wanamaker, it’s a sentiment that could’ve been expressed by any business executive about any business expense.

In the context of a scheduling automation and management application, a lack of visibility into performance means you have no idea if your investment is paying off. You’re essentially flying blind.

You could be wasting money. But you could also be wasting employee resources. Or even killing customer loyalty.

But with full visibility, you can see the return on your investment. You can find the opportunities to refine and optimize business processes. And you can ensure that your customers are well served (and their loyalty encouraged and retained)

Is your online scheduler worth the money?

So how do you get this critical visibility?

3 Steps to Gaining ROI Visibility into Your Online Scheduling Software

Step 1: Articulate the benefits you expect to realize

What metrics should you be looking at? To answer this question, lay out the benefits your SaaS product promised to deliver. For online scheduling software, those benefits might be:

  • Improved customer experience through offering convenient, 24/7 appointment setting
  • Increased engagement throughout the customer lifecycle via targeted email campaigns
  • Decreased no-show appointments and last-minute cancellations through the incorporation of automated text and email reminders
  • Reduced administrative costs associated with manual scheduling tasks
  • Ability to allocate staff resources to more profitable activities.

Step 2: Look at performance metrics that measure progress on those benefits

Performance metric: Customer experience and engagement

An appointment exception report gives you a list of customers who scheduled their first appointment at one location, but who have since scheduled one or more appointments at an alternate location. The implication is that the customer didn’t realize there was a closer location until he had already had an appointment. And that may mean other potential customers in his area don’t know you’re there either. With this information, you can determine which of your locations may need additional marketing.

A customer loyalty report gives you visibility into who hasn’t scheduled appointments in a while, so you can craft a customer re-engagement campaign. It also helps you identify your most loyal customers, so you can develop cross-sell and upsell campaigns for them.

You’ll also be able to discern the relative value of your customers — how often they visit and how much they spend — so you can make more informed investment decisions.

 Image of the AppointmentPlus Customer Loyalty Report
Loyalty Report

Performance metric: Appointments (including no-shows and cancellations)

An appointment report provides real-time and historical visibility into any number of appointment status metrics, including no-show, canceled, confirmed, and completed appointments. An open slots report lets location managers see in real time how many slots are available, and how many have been booked.

Image of the AppointmentPlus Appointment Report
Appointment Report

Performance metric: Staff productivity

With a staff member summary report, you can gauge the efficiency and productivity of staff members and locations. This report is particularly useful for showing how often staff members are scheduled to provide each service they offer. It displays the total number of appointments per staff member, how many customers were associated with those appointments, and the average number of visits (appointments) per customer.

Image of the AppointmentPlus Staff Summary Report
Staff Summary Report

Beyond reports, a dashboard gives location managers a real-time snapshot of upcoming appointments, sales to date, and other useful tools. It’s relevant data that allows you to make better decisions, faster.

Image of the AppointmentPlus Account Dashboard
AppointmentPlus Account Dashboard

Step 3: Use what you learn to drive continuous improvement

Once you start to measure, you’re able to make improvements.

For example, using the insights gleaned from its AppointmentPlus online scheduler reports, a Fortune 500 retail service provider with more than 2,000 locations across the U.S. expects to:

  • Increase customer engagement and follow-up appointments
  • Cut no-shows by 30%
  • Reduce the administrative costs previously associated with manual appointment scheduling by 50% or more.

Once you’ve hit this step, you should know whether your online scheduling software investment is paying off. But the payoff is cumulative. That is, you don’t just want to make a few improvements and be done with it.

And that’s the beauty of going with a SaaS provider that offers a full suite of reporting options. The information is there for you to continually test, assess, and refine.

Image of AppointmentPlus Account Performance Metrics
Full Visibility in Saas Metrics

Get full visibility into the performance of your appointment scheduling processes.

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Need to make a business case in favor of a SaaS online scheduler?

Some additional resources on the ROI of SaaS solutions:

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About Kendall E. Matthews

Vice President of Global Marketing and user of "The Force." I've been a growth hacker since 1995, producing like a ZILLION inquiry leads (ok . . . a couple hundred thousand). Also good at taking 2 pm naps.

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