How did a rapidly growing Laser Treatment Center manage to supercharge its customer service, increase revenue, and reduce appointment scheduling times by 50%? By incorporating efficiency… and a bit of SUMO magic.
THE CHALLENGE:
With its previous appointment scheduling tool experiencing several system shutdowns that lasted anywhere from hours to days, the Laser Treatment Center’s staff was left with no access to customer data, and thus lost out on future appointments from new (or returning) clients.
The unreliability of the previously employed system, coupled with the lost potential revenue from new bookings left the Laser Treatment Center in need of a new solution… and fast.
THE OBJECTIVE:
Performing over 50,000 laser pulses every day, the Laser Treatment Center processed a substantial number of appointments for its sought-after services.
Therefore, prioritizing efficiency was paramount, along with addressing the following requests:
- A detailed, multi-location view of appointment data
- Multi-platform scheduling ability (including social media & emails)
- A reliable, round-the-clock system shielded from crashes & bugs
- Automated follow-ups with clients for renewed bookings
- Customizable reporting metrics for in-depth data analysis
THE SOLUTION:
SUMO’s specialists concentrated on reliability & sustained usage when designing
a modern, Salesforce-native platform tailored to efficiently handle large appointment volumes.
The employees/specialists no longer need to look for appointment availability by location, instead receiving automated emails and calendar support through a simplified and highly efficient process.
Secondly, SUMO’s customized platform provided the Multi-Location Calendar,
a bird’s-eye-view of all appointment openings and staff availability across multiple locations.
Not only was the platform engineered to operate for extended durations without encountering issues, the clinic employees were now quickly able to schedule an appointment once a request came into Salesforce from multiple contact channels.
Lastly, by utilizing SUMO’s Report Builder, the client gained access to a customized reporting and analytics dashboard with accurate, up-to-date data, allowing the Laser Treatment Center to plan future expansion and growth strategies.
THE RESULT:
Following the adoption of SUMO Scheduler, the Laser Treatment Center has witnessed a remarkable 50% decrease in appointment scheduling times.
The clinic employees no longer struggle to find availability through complex and cumbersome excel sheets; instead, the modernized platform now offers a transparent, across-the-board of appointment openings & staff availability across its 10+ locations.
Furthermore, the Laser Treatment Center is able to:
- confirm inbound appointments across multiple channels
- utilize a reliable, 24/7 system shielded from crashes and bugs
- access client history to provide a well-organized treatment plan
- maximize output without the burden of crashes or data-loss
THE FUTURE:
The Laser Treatment Center has prioritized efficiency through a renewed process of appointment scheduling and customer experience with the help of SUMO’s platform.
The Treatment Center continues to grow and expand its services to more locations across the United States, bringing with it professional services, high-caliber quality… and a laser-like efficiency.
